Zomato cites automation, lays off 540 employees
BENGALURU: Online food delivery and restaurant discovery platform Zomato has laid off 540 people from its support team for customers, merchants and delivery partners. In the past two months, the company has cut 600 jobs from this department. The Gurgaon-based company said this was largely due to automation of large chunks of support functions over the last few months.
“We have seen our technology products and platforms evolve and improve significantly. While the business has continued to grow consistently, this has led to an overall reduction in direct order-related support queries. We have dramatically improved the speed of service resolution, such that now only 7.5% of our orders need support (down from 15% in March),” the company said. A significant part of the support queries at Zomato is now being resolved by chatbot enhancing overall speed and quality of customer service.
Zomato said while the decision to let go of 10% of its staff was tough, it is offering about 2-4 months