Dineout Enhances Customer Service Experience with Freshworks

Dineout is one of India's largest restaurant tech platforms, serving over 40 million diners. The company helps customers discover, book, and get great deals at over 60,000+ restaurants across 20 cities, saving them as much as $100M on restaurant bills annually. Dineout is in a stage of hyper-growth and is evolving rapidly despite a competitive marketplace. The company processes $800M worth of transactions for its partner restaurants and is committed to creating memorable customer experiences.

Dineout, one of India's largest restaurant tech platforms, was facing challenges in managing its customer service operations. Initially, the company relied on shared inboxes and a small team to manually handle communications. However, as the organization grew and began processing $800M worth of transactions for its partner restaurants, the need for a more systematic solution became apparent. The team aimed to create customer experiences as memorable as the dining ones. The challenge was to find a solution that could help them interact with customers effectively, provide quick resolutions, and offer a personalized service experience.

Dineout adopted the Freshworks customer service platform, which combines the power of Freshdesk, an omnichannel cloud-based helpdesk, and Freshchat, a modern messaging platform. The platform is predominantly used by the Complaints team, who use tags and labels to categorize queries, study common trends, and convert them into long-term improvements for the overall experience. The live chat feature has been particularly popular with customers, providing quick resolutions to queries about orders or services. Dineout also integrated their helpdesk and CRM to give agents a complete context into the customer, enabling more personal and well-informed conversations. Furthermore, by hosting its platform on AWS, Freshworks can focus on developing an intuitive product while leveraging reliable cloud infrastructure.

• The adoption of the Freshworks platform has significantly improved Dineout's customer service operations. The use of tags and labels to categorize queries has allowed the team to identify common trends and make long-term improvements to the overall customer experience. The live chat feature has been a hit with customers, providing quick and efficient resolutions. The integration of the helpdesk and CRM has also enabled agents to have a complete context of the customer, leading to more personal and well-informed conversations. This has helped Dineout to keep customer satisfaction high and maintain its competitive edge in the marketplace.

• Dineout now handles over 350 customer queries a day, a number that doubles during weekends or offer periods.

• The integration of Freshworks has enabled quick resolution of customer queries, often within minutes.

• By leveraging AWS, Freshworks can focus its resources on product development, utilizing reliable cloud infrastructure.