Freshworks Inc. announced that Dunzo is using the Freshworks customer engagement (CX) software, Freshdesk, to manage the surge in customer queries that comes with its rapid revenue and user growth in 2021. India’s e-commerce market is set to grow at a dramatic rate of 84% by 2024 with an estimated $111 billion in value. Dunzo, fulfilling over two million orders a month, has been the lifeline for India’s urban consumers during the pandemic, witnessing a 320% increase in demand for essentials like groceries and medicines. By using Freddy, Freshworks’ AI, Dunzo can handle customer queries at scale with automated responses for 60% of the tickets. This allows Dunzo’s CX team to become more efficient and focus their time on customer inquiries that require a human touch. By using Freshdesk Freddy AI for both their consumer and delivery partner modules of Dunzo, the company has saved 30% of their support costs. The customer-facing chatbot was deployed in late 2019 and routing and assignment capabilities brought down response times to customers from 4 minutes to 46 seconds -- an 80% drop. Impressed by the CX capabilities delighting their customers, Dunzo implemented the partner-facing module in April of 2020 to better their customer experience. Currently, Dunzo’s partners use self-service to get quick resolution to their queries, the instantaneous communication helping them delight on the field.