WhatsApp Chatbot for Foodtech: One of the most difficult industries to work in is food technology. With fast-moving SKUs, incredibly short shelf lives, and high-stakes support, the sector requires all the assistance it can get. We’ll discuss how WhatsApp Chatbots for FoodTech can assist it to attain – in the sections below.
- Increased net promoter scores and customer happiness 2. Reduced time to process tickets
- Deflection and resolution of the bots are improved.
- first-response times are shorter.
- Support is more easily scaled.
- Human agents are used less frequently.
Between 2011 and 2018, 97 percent of Indian investments were made in the delivery sector, so that’s where we’ll be focused as well.
The Possibility – WhatsApp Chatbot for Foodtech
One of the first businesses to be impacted by the lockdown was foodtech. They were also one of the first to contribute to the solution. As evidence accumulated that food delivery was, in fact, safe, businesses in the space moved quickly to close the supply-demand gap.
BigBasket, a grocery e-tailer, reported an increase of 84 percent in new consumers on its delivery platform from January to July. During that time, the startup claimed that customer retention increased by 50%.
Zomato and Swiggy, for example, have received a tremendous amount of goodwill and confidence from both investors and users.
Zomato raised $195 million from six investors at the height of the pandemic, valuing the company at $3.6 billion. Swiggy’s gross merchandise value (GMV) has recovered to 90% of pre-COVID levels in more than 200 cities, with more than 70 cities showing a complete rebound to pre-COVID levels.
As the unlock proceeded and consumers’ anxieties about the spread of COVID-19 illness through food diminished, both companies saw double-digit growth over the last month.
Statement of the Issue
When it comes to providing outstanding assistance, foodtech companies confront three major roadblocks, which are exacerbated by the lockdown. We’ll go over these difficulties and then talk about how WhatsApp Chatbots for Food Tech can assist solve them.
To begin with, there has been no shortage of hurdles that food tech firms have faced in recent years.
Foodtech has been struck from all sides, from valuation reductions and restaurant groups pushing for platforms to be banned, to consumers losing trust in them and a host of support-related concerns. In many aspects of operations — quality, marketing, revenue, margins, and support – companies face enormous scale difficulties.
Customers are frequently dissatisfied with the industry as a whole. Their lack of trust is reflected in issues such as product finding, tracking, transactions, routing, and even product safety. Above all, most food-tech firms struggle with communication. And the primary drivers are monetary in nature, i.e., support is costly.
Volume Increases and Decreases – WhatsApp Chatbot for Foodtech
Foodtech companies process hundreds of thousands of orders every day on a daily basis. And they’re growing quickly. Over the course of several quarters, they would frequently double or triple their volume.
When the epidemic hit, many of these businesses saw their volumes drop to zero — and stay that way for several weeks. As the lockdown ended, volumes gradually increased, finally recovering to normal levels and, in some cases, exceeding them.
This puts a tremendous amount of strain on the human-powered support team, which must expand and decrease in response to variable demand.
Unbalanced Ticket Distribution
Unequal demand distribution is a problem that exists on a daily or weekly basis as well as at the macro level. Consider Swiggy or Zomato: the majority of their orders are placed during lunch or supper hours.
This means that, while support staff are overworked in the afternoons and evenings, they are essentially unworked during the rest of the day.
The lockdown’s timings were also impacted by curfews. If a city’s curfew is set at 8 p.m., the orders that would have been spread out over a
three-hour period from 8 p.m. to 11 p.m. are now crammed into a much smaller window. This results in a significantly greater order peak and, as a result, a higher number of support tickets.
The most difficult hardship, without a doubt, was the abrupt transition to work from home. Support staff evolved from being based in one location to being dispersed throughout multiple cities and towns.
This combined with the erratic demand made already-slow support processes even slower, as bloated teams struggled to make the requisite changes while also keeping up with the flood of new users.
As bloated staff tried to make the necessary modifications while still keeping up with the flow of new customers, this, combined with the irregular demand, rendered already slow support operations much slower.
Solution: Foodtech Chatbots on WhatsApp
Order Status Updates
Because orders account for a substantial amount of all support tickets, a decent bot should be able to handle them with ease.
You can use WhatsApp Chatbots for Foodtech to –
- Customers should be informed about the status of their orders. 2. Troubleshoot any issues that arise as a result of it.
- Real-time tracking information is provided.
The order is incorrect.
What happens if someone places an inaccurate order?
A terrible refund experience can ruin a business-customer relationship. Great refund experiences, on the other hand, strengthen customer loyalty and boost retention rates. You can easily automate refunds for high-trust consumers using deep integrations.
Update your contact information – WhatsApp Chatbot for Foodtech
Account changes don’t have to be time-consuming or difficult any longer. This often asked question is made easy with a simple text interface.
Customers may self-serve with WhatsApp Chatbots for Foodtech, which helps your support team work more efficiently.
Any customer-driven firm relies heavily on feedback collection. However, the effectiveness of the feedback is limited by the routes via which it is collected.
Collecting this information, on the other hand, is a major undertaking. Traditional methods of communication, such as email and SMS, are rarely effective.
Summary – How WhatsApp Chatbots Aid the Food-Tech Industry
- Chatbots save money on customer service by automating routine tasks.
- Quick, contextual assistance improves CSAT and NPS, resulting in a better customer experience.
- Reduced turnaround time and time to first response. 4. Support that is user-friendly and self-contained.