Market Overview

Swiggy's Chatbot, Powered By Layer's Conversation Platform, Sees High Customer Adoption


Swiggy moves from call support to Layer-powered messaging, driving
cost savings and boosting agent efficiency

Driven by a passion for providing superior support for its consumers,
Swiggy, India's largest food delivery platform, partnered with Layer to
implement a unique customer support for Indian customers. This modern
messaging solution featuring bots and new agent tools powered by Layer's
Conversational Business Platform
has resulted in a series of
business performance improvements for the food ordering and delivery

Over the course of 2017, Swiggy saw unprecedented growth in orders,
leading to a four-fold increase in calls to their customer support
center in under a year. Swiggy recognized the need to provide a
delightful ordering experience to its customers by ensuring quicker
resolution at scale via an in-house chatbot, without losing its
signature high-touch support.

After extensive review of other chat and messaging solutions, Layer's
Enterprise Messaging solution was selected for integration with Swiggy's
chatbot. "As a customer-centric company, we always want to provide a
great ordering experience. We chose Layer not only because of its
excellent customization capabilities, but also for its robust and
scalable solutions," said Anuj Rathi, VP, Product, Swiggy.

Within a month of launching, the chatbot was solving 10% of all customer
queries, increasing to 25% over the next few months. Also, since the
launch of a Layer conversation dashboard for Swiggy's customer support
staff, time-to-resolution for its customers has dropped from a 5-minute
wait to less than 30 seconds.

Layer CEO Ron Palmeri said partnering with Swiggy is a testament to the
platform's maturation over the past year. "Our core focus is powering
conversations for enterprise customers, and it's led to incredible
results like what we're seeing with Swiggy. Our platform has matured
into an offering that powers enterprise engagement, conversion and

Moving from their earlier preference for phone support, around 70% of
Swiggy's user base now rely on chat for quicker resolutions to their

About Layer

Layer helps global enterprises deliver fully-branded conversation
experiences across mobile, social, and web. Layer's enterprise-class
business conversation
helps organizations accelerate engagement, increase
conversion, and improve the effectiveness of customer service and

About Swiggy

Founded in 2014, Swiggy is India's largest food delivery platform with
over 35,000 restaurant partners spread across 17 cities. Using
innovative technology, the platform provides a hassle-free, fast and
reliable delivery experience. Every order delivered by Swiggy's fleet,
the largest in India, ensures a host of customer-centric features like
lightning fast delivery, no minimum order value, live order tracking and
24/7 customer support. For more information, visit
or connect with us on Facebook, Twitter, and LinkedIn.

Learn more at
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If you would like more information about this topic, please email Mike
Greeves at

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