Dunzo's Transformation: Enhancing Customer Service with AI and Chatbots

Dunzo is a 24x7 delivery platform that collects and delivers anything its customers demand, from groceries and food to medicines and pet supplies. The company began as a humble WhatsApp group run by a 25 member team and has grown into a thriving business with over 600 employees and a vast merchant and partner network. Dunzo now fulfills over 2 million orders per month for users across India’s top 8 cities. The company is committed to delivering not just the requested items but also an impeccable service experience. Dunzo's customer base is predominantly GenZ and Millennial.

Dunzo, an all-in-one 24x7 delivery platform, was facing challenges in maintaining its high standards of customer service as it scaled operations. The company, which fulfills over 2 million orders per month across India’s top 8 cities, was looking for a high-performing tool to handle high volume and support their load. The customer service team realized that 60% of the order-related queries they received were generic, and they wanted to reduce the number of chats that go to an agent. They needed a platform that could provide structured team performance reports to improve their customer experience. Dunzo also wanted to offer service through a familiar and convenient channel for its predominantly GenZ and Millennial customer base, for whom messaging is second nature.

Dunzo found its solution in Freshchat, Freshworks’ customer messaging platform. The platform offered a powerful messaging-first platform, reliability and scalability, and bots and automation capabilities. Dunzo introduced bots to automate and offer low-touch customer service, transforming customer service while optimizing contact center costs. With Freddy, Freshworks' AI-powered bot solution, Dunzo was able to resolve 48% of queries without human intervention, saving 30% in support costs. Freshchat's routing and assignment capabilities brought down response times from 4 minutes to 46 seconds. Dunzo also unified all customer information onto a single platform by pulling them from their internal CRM through Freshchat’s custom apps feature. The platform also provided reports that measure metrics like response times, CSAT, agent concurrency, and agent occupancy.

• The implementation of Freshchat has transformed Dunzo's customer service experience. The introduction of bots has automated a significant portion of customer queries, freeing up agents to handle more complex issues. The platform's routing and assignment capabilities have drastically reduced response times, enhancing customer satisfaction. The unification of all customer information onto a single platform has streamlined the process for agents, making them more efficient and effective. The platform's reporting capabilities have also made it easier for managers and team leads to monitor team performance. Dunzo also leverages AI for more than deflection, using Freshdesk's AI-feature Social Signals to track all mentions on social media channels, and automatically converts them into tickets that are addressed by a dedicated team.

• Orders fulfilled per month increased to 2 million

• Support costs saved by 30%

• Decrease in resolution time by 80%