{"id":14804,"date":"2021-07-29T14:33:45","date_gmt":"2021-07-29T14:33:45","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=14804"},"modified":"2026-04-02T11:54:17","modified_gmt":"2026-04-02T11:54:17","slug":"benefits-of-call-centre-solutions-for-food-aggregators","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/benefits-of-call-centre-solutions-for-food-aggregators\/","title":{"rendered":"Food Aggregators: Refining Customer Experience with Call Center Solutions"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The food delivery business in India has taken off in the last few years. Brands like Zomato and Swiggy have started to offer quick and easy methods for customers to enjoy delicious food from the comfort of their own homes.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Zomato\u2019s impressive listing at their recent IPO affirms that food aggregators in India have come a long way. Oversubscribed 38 times, Zomato listed at a stellar 66 per cent above the issue price, leaving the markets cheering and the investors happy. In fact, experts opine that this is also an indication that <\/span><a href=\"https:\/\/www.moneycontrol.com\/news\/business\/markets\/zomato-ipo-a-booster-shot-heres-why-future-of-indias-startup-ecosystem-looks-bright-7256691.html\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400;\">India\u2019s start-up ecosystem is thriving as a whole<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to a <\/span><a href=\"https:\/\/www.researchandmarkets.com\/reports\/5317027\/india-online-food-delivery-market-by-delivery\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400;\">report<\/span><\/a><span style=\"font-weight: 400;\"> published in April 2021, online food delivery is one of the few industries in India registering double-digit CAGR\u201428.94% expected in the 2020-2026 period\u2014and will be worth $21.41 billion by 2026.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A call center staffed with seasoned customer service agents can change that for the better.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Online food delivery has two primary models\u2014cloud kitchen and aggregator. Cloud kitchens are commercial facilities created specifically with the purpose of producing food for delivery. In the aggregator model, consumers are able to compare and order dishes from third-party restaurants, <a href=\"https:\/\/www.acefone.com\/blog\/how-cloud-kitchens-revolutionise-food-industry\/\">including cloud kitchens<\/a>, through a single app.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Owing to the rising penetration of the Internet and the widespread use of smartphones, the food aggregator model has turned out to be quite profitable for businesses. The pandemic-induced lockdowns have only magnified the demand for online food deliveries.\u00a0<\/span><\/p>\n<h2><b>Challenges for food aggregators<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The online food delivery business has four essential stakeholders\u2014aggregators, restaurants, customers and the delivery staff. Managing them can be quite a balancing act.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">After a customer places an order, there is very little the aggregator can do to improve the customer experience. It\u2019s really up to the restaurant and food delivery staff to fulfil the order satisfactorily and treat the customer courteously.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Remember, these apps are run by humans too. There\u2019s a lot that can go wrong.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are some customer service challenges faced by the food delivery industry today:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing quick and easy access to customer services, especially phone support<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Staffing issues due to unpredictable demand resulting in unhappy customers\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Lack of clarity about the order fulfilment process, resulting in confusion over delivery timelines<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Competitors offering better deals and lower fees\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Communicating delivery delays due to issues like vehicle breakdown to customers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Maintaining up-to-date information on restaurant prices, operating hours, out of stock or seasonal items, specials, etc.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">One might ask\u2014in the era of automation, why do we need a call center solution?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A lot of non-techies have hopped on these platforms. Therefore, these applications need to be as user-friendly as possible.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sometimes all the customer wants is some reassurance. In case of an issue with the order, agents can connect consumers and restaurants in a three-way call to resolve the matter quickly. Live help supported by call center software can also enhance the customer experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you are a rapidly growing food aggregator business, a call center solution may be the right thing for you. In a survey of 501 people, <\/span><a href=\"https:\/\/clutch.co\/bpo\/resources\/virtual-assistants\/how-businesses-set-up-ivr-menu\" target=\"_blank\" rel=\"nofollow noopener\"><span style=\"font-weight: 400;\">Clutch<\/span><\/a><span style=\"font-weight: 400;\">, a leading B2B research, ratings and reviews firm, found that 88% of people preferred to speak to a live customer service representative rather than navigate a phone menu.\u00a0<\/span><\/p>\n<h2><b>How can call center solutions help<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Customers want quick resolutions. Thus, they prefer to contact an agent if they face a complex issue. Adding a cloud-based call center solution to your operations will make for happier, more loyal customers. Here\u2019s how:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><b>Ease of use:<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Offering a <\/span><span style=\"font-weight: 400;\">toll-free number<\/span><span style=\"font-weight: 400;\"> is one of the best ways to invite customers to reach out to you. All they have to do is dial a number instead of trawling through complex menus. A one-to-one conversation makes it easy to understand menu offerings as well as any specials that may be available.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A toll-free number encourages customers to call and order, since there is no additional cost burden for them. By deploying anonymous calling, the customer\u2019s privacy is also maintained.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A call center software also makes it easy to integrate the toll-free number with a hi-tech, intuitive <\/span><span style=\"font-weight: 400;\">Interactive Voice Response<\/span><span style=\"font-weight: 400;\"> (IVR) system. With an effective <a href=\"https:\/\/www.acefone.com\/solutions\/interactive-voice-response\/\">IVR system<\/a>, the call may not even need to be attended by a live agent.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><b>Speedy resolution:<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">If an irate customer calls you because of a delayed delivery or an issue with the order, an agent can resolve the issue on the spot. This can be done by offering a discount voucher for the next order, or by waiving off delivery charges.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Such gestures need to be spontaneous and speedy, which is possible on a call. Through other channels, the resolution is often too slow, a case of too little, too late.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><b>Enhance brand image:\u00a0<\/b><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Adding a call center kiosk reassures customers that their issues are being addressed by call center agents who have the requisite know-how. For example, if the food is not up to the mark, the representative can get in touch with the kitchen staff to have the order replaced. This shows your customer that you, as a brand, care about their experience.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><b>The tech advantage:<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Cutting-edge call center software will put you well above your competition with tracking and monitoring capabilities. These provide important insights into the performance of food delivery operations and enable you to identify areas of improvement. Services like<a href=\"https:\/\/www.acefone.com\/blog\/call-recording-for-cx-agent-assessment\/\"> call recordings can also allow for better monitoring<\/a> of agent performance.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><b>Cost-effective:<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Cloud-based systems allow you to save on infrastructure, operational as well as maintenance costs, as compared to on-premise solutions. These systems also make it easy to scale your operations, allowing you to easily add new lines for new locations.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><b>Ease of integration:<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">With call center solutions, an entire bouquet of customer service options is available in one place. <a href=\"https:\/\/www.acefone.com\/blog\/call-recording-for-cx-agent-assessment\/\">Call center kiosks<\/a> allow CRM systems to be integrated, allowing agents access to useful customer data and interaction history on the same screen. This way they can serve them faster and more intuitively.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><b>The power of bulk SMSs:<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Bulk SMSs are another handy tool to achieve marketing goals. Call center solutions come equipped with the technology to trigger automated messages to customers from the database. These leave the agents free to focus on core tasks.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Call center software also allows individual campaigns to be monitored and assessed. Bulk SMSs are extremely popular with food delivery platforms since they are cost-effective and provide a great ROI.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><b>Scalability:<\/b><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Call center solutions are scalable. Cloud-based call center solutions allow you to scale your workforce up or down as required based on your insights. They also make it possible to add additional lines for a short period, based on a pay-as-you-use model.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\">\n<h3><b>Host of services:<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/h3>\n<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Call center solutions don\u2019t exist only to deal with customers. They can be used to onboard vendors as well as address their grievances. These include technical support and help desk, and restaurant account management\u2014including analyzing order trends and customer feedback.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Apart from this, they can provide, text, chat, email and social media customer support; sales and new client accounts onboarding; community and content moderation; as well as delivery staff support.\u00a0<\/span><\/p>\n<h2><b>Consider call center solutions today!<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">We live in an era of instant gratification and communication. So, it is only natural for the customer to expect instant access to customer service. <\/span><span style=\"font-weight: 400;\">As partnerships between restaurants and food delivery agents get stronger, smooth operations are the need of the hour.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Thus, <\/span><span style=\"font-weight: 400;\">in the <a href=\"https:\/\/www.acefone.com\/blog\/post-purchase-emails-and-calls\/\">age of automation<\/a>, let us not forget the importance of the human touch. No automated chats can calm an \u2018angry\u2019 customer. A call center solution, backed by the latest technologies, can be a game-changer for food aggregators.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The food delivery business in India has taken off in the last few years. Brands like Zomato and Swiggy have started to offer quick and easy methods for customers to enjoy delicious food from the comfort of their own homes.\u00a0 Zomato\u2019s impressive listing at their recent IPO affirms that food aggregators in India have come [&hellip;]<\/p>\n","protected":false},"author":36,"featured_media":26293,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[142,1],"tags":[],"class_list":{"0":"post-14804","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-call-center","8":"category-uncategorized"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How Call Center Solutions Can Refine Customer Experience<\/title>\n<meta name=\"description\" content=\"Here are the ways in which food aggregators can refine customer 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