Food delivery major Zomato has laid off around 70-100 employees from its customer support team in the Gurgaon office.- Mint
The company said over the last few months, the number of orders requiring support has come down significantly, creating “redundancies for 1.2% of our workforce.” Food-delivery firms have been increasingly deploying chatbots for users’ queries to keep a lid on costs – they spend ₹4-5 per order on customer support and after-sales services.
The statement added that the redundancies were predominantly in the customer support and “also include movements to other departments as part of our internal job placement (IJP) exercise.
The lay-offs took place a few months after Zomato’s rival FoodPanda was forced to shut down its delivery services in May. The company also had to let go of 40-50 mid-level employees and terminate the contracts for over 1,500 employees.
Over the last few years, food aggregator apps such as Swiggy and Zomato have grown exponentially and created thousands of jobs across the country, including those as delivery executives.
Zomato has reportedly hired 230,000 delivery partners. According to reports, the company currently gets 40 million orders a month and is said to have partnered with 130,000 restaurants in 500 cities across the country.