Case Study: Swiggy cuts customer support resolution times with PubNub

Swiggy reduces support resolution times from 5 minutes to 30 seconds with PubNub

Swiggy, a leading delivery service in India, faced challenges scaling their customer support to handle up to 200,000 daily inquiries. Their reliance on a phone-based call center resulted in long resolution times of around five minutes for customers and manual inefficiency for agents. To transform their support model, Swiggy partnered with vendor PubNub to build a real-time in-app chat solution.

By implementing a customizable chatbot powered by PubNub's real-time infrastructure, Swiggy automated up to 70% of customer support inquiries. This solution reduced average ticket resolution times from five minutes to just 30 seconds. The results for Swiggy included improved operational efficiency, higher customer satisfaction, and a support model that can easily scale with their continued growth.

Swiggy