Case Study: Swiggy achieves 2.3X higher customer engagement with Gupshup Conversational Marketing

Swiggy improves customer engagement 2.3X with conversational marketing

Swiggy, India’s leading food delivery and on-demand services platform, wanted to boost customer engagement and drive cross-use of its offerings across food delivery, Instamart, Genie, and Dineout. To do this, Swiggy looked beyond OTP and authentication use cases and sought a better way to run marketing promotions, growth campaigns, and customer experience journeys across channels. Gupshup’s Conversational Engagement Platform, used on WhatsApp, helped Swiggy deliver more relevant, interactive customer experiences.

With Gupshup, Swiggy launched conversational WhatsApp campaigns such as Dine Buddy, Fantastic Finds, dormant-user reactivation, and Pre-order Breakfast to personalize nudges and guide users toward conversion. The results were strong: customer engagement increased 2.3X overall, WhatsApp delivered a 7% CTR versus 2–3% for email, reactivation rates improved 1.5X over other channels, and the Pre-order Breakfast bot journey drove 3.5X higher engagement. Swiggy also reported 5X higher engagement on WhatsApp compared with app push and email.

Swiggy

Parth Shah

General Manager