Deploy virtual numbers in hours
Reduce call waiting times
Lower call abandonment rate
About Zomato
Founded by Deepinder Goyal and Pankaj Chaddah in 2008, Zomato started as a website that provided restaurant content to help users make informed decisions before dining out. Zomato is now on an ambitious quest to move beyond food tech and become a farm-to-table company.
Since their inception in 2008, they have expanded significantly. Today, they have a team of more than 5,000 Zomans, representing 32 nationalities, and help millions of users every day decide where to eat, with 1.4 million listed restaurants and over 28 million food deliveries per month.
The challenge
How to track and monetize 21 million calls and still maintain customer and partner privacy
After the expansion, the Zomato contact center experienced high call volumes, sometimes unprecedentedly so. It immediately needed a contact center solution that would route calls to the suitable agents faster and empower agents to wrap calls quicker with a systematic view of caller data, orders, and more. Besides, Zomato also needed virtual numbers for its partner restaurants to monitor and track the customer calls made to the restaurants listed on its website. Being in the service sector, Zomato wanted a contact center partner with equal customer empathy, and one who understands the shifting consumer preferences and the logistics dilemma food delivery services face.
How Ozonetel helped Zomato
Zomato’s problem was a typical use case involving a growing business that needed to expand its customer support capabilities. Ozonetel has resolved this situation innumerable times for many companies of Zomato’s size. The onboarding went smoothly and virtual numbers were assigned within 2 hours.
Improved call routing with intelligent routing
Now, Ozonetel’s cloud agent empowers Zomato with an intelligent routing feature that helps route calls to suitable agents faster. The result: no calls go unanswered, and there has been a significant decrease in average wait time and call abandonment rate. The improved metrics have affirmed Zomato’s decision to collaborate with Ozonetel, and the results have been quickly reflected in KPIs such as faster agent wrap-up times, improved CSAT scores, and delighted customers.
Catalyzed Zomato’s expansion
Zomato can now accurately track all calls and retrieve any call from the archive, thrive on the ability to log information to a specific call, and adequately follow up with any customer. Elated by quick support and a dedicated account manager, Zomato trusts Ozonetel’s capabilities for its expansion plans. Ozonetel has supported Zomato in its expansion throughout India, connecting 10,000+ restaurants, and the UAE, where it is taking off.
“Having evaluated different providers, we found Ozonetel to be extraordinarily reliable. Ozonetel plays an integral role in helping Zomato scale up.”
Pankaj Chadha
Founder, Zomato
