Swiggy CRM
Overview
The Swiggy CRM is a tool where it helps customers fully satisfy their queries. Bacancy designed a chat and voice platform which helps Swiggy customers to raise their queries. Additionally, we have a customer care team to address the issues of their customer.
Technical Stack
Backend
Ruby on Rails | Java | GoLang | Node Js
Frontend
React Js | HTML | CSS
Database
PSQL | MySQL | DynamoDB
Cache
Redis Labs | Elasticache
DevOps
Kubemetes | Docker
AWS
Elasticache | EC2 | Load Balancer | Route 53 | CloudWatch | RDS | DynamoDB
Business Challenge
We have to be very careful with the chat initiated by the customer, which must reach the agent. Else it could be a bad experience for the customer.
Sometimes the whole system goes down, due to some technical problem or problem in one service which acts as middleware. Then there is a Business impact.
How it Works
- Suppose we have ordered food from the Swiggy, and the order is taking too long to be delivered. So the first step of the customer is to go to the help section of the order and select some given issues (ex. Where is my order?).
- When a customer clicks on it there are some bot messages which are predefined to match customer satisfaction. If the customer is not satisfied, then he tries to reach an agent. Then the system initiates a chat and makes customers chat with an agent to fulfill their queries.
Challenges
Challenges are faced when let’s say for a chat initiated by a customer, there is no agent assigned for a long time. Then there must be something going wrong in the system. We have to debug that on the prod environment and give a solution immediately so that customers don’t get affected.
Solution: We have to be proactive in these cases and for every challenge we face, we set an alert in the system using prometheus which acts as an alarm and tells us that there is an issue found in the system.
Overview
Chat Platform
Voice Platform
Giving auto-suggestions of the chat to agents for responding to the message by the customer
Selecting agents based on location, and language of the customer
30
Developers
Time Frame
Ongoing
Top 1% IT Talent
Bacani Media Group was established to advocate for businesses that are professionally and consistently presented. Founder and CEO Jhun Bacani initiated to create this company to take it up a notch for branding and web development of small and start-up business. Branding and website will be customized according to the niche of your business that will reveal the identity of what you have to offer.
Time Zone Aligned
Timezone is never a constraint when you are working with Bacancy Technology. We follow one very simple principle – our developers and your time zone. Hire dedicated software developers from us and make collaboration in a faraway to work according to your time zone, deadline, and milestone.
Experienced Team
Whether you are looking for skilled developers in emerging technologies or looking for an extended arms to augment your existing team, we can lend a helping hand in both situations. We are a full-stack software development company with 650+ skilled and experienced software developers whom you can hire at your convenience to address the ongoing business challenges.
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