Ananya Singh’s Post

Two food giants, two contrasting strategies Swiggy packs up Food Delivery, Instamart, Genie, Dine Out, and Minis all into one app.  Each business represents a tile on Swiggy’s app and the size of the tile looks proportional to the business they bring in. And this makes so much sense, cross-selling to existing customer base, increased user engagement, economies of scale across operations and infrastructure. In contrast, Zomato has chosen to maintain separate apps for food delivery, quick commerce (Blinkit), and their outgoing business (District). CEO Deepinder Goyal believes Super app strategy does not work and customers connect with one app for one use case. Maintaining separate apps looks non-intuitive because it will require additional CAC, infrastructure costs, etc.. Zomato by nature is supposed to have less traffic apart from peak food times, Breakfast, Lunch, and Dinner. Strangely I also see separate fleets for Zomato and Blinkit hard to reach economies of scale. Despite this, Zomato leads the market share in Food delivery,  Quick commerce, and even outgoing business. While I think this has more to do with brutal execution, Do you think Super App strategy doesn't work?

Kaha pahucha mera order ZOMATO?? Zomato Drivers, I Feel You! Here's How We're Making Deliveries a Delight (Not a Dash!) Ever felt like your delivery app is more labyrinth than a theme park? I hear you, Zomato drivers! You're the heart of our food revolution, and sometimes, the app can feel less "yum" and more "yikes." That's why I'm revamping the Zomato driver app, designed with YOU in mind. We're talking crystal-clear navigation, an AI support bot that's your 24/7 genie, and upfront earnings info so you can be the master of your earning destiny. Here's a sneak peek at the deliciousness I'm cooking up: 1. No More Navigation Nightmares: Ditch the app detours! Our sleek interface makes finding deliveries a breeze, leaving you more time to conquer cravings (I won't judge your post-delivery snack!). 2. AI Assistant: Your Pocket-Sized Superhero: Stuck with a question? Our AI whiz-kid will solve your delivery dilemmas in a flash, so you can get back to what you do best – delivering smiles (and food!). 3. Know Your Earnings Before You Go: Tired of delivery surprises? Us too! See your estimated earnings upfront, so you can make informed choices and maximize your moolah. This is just the first course! I've got a whole menu of improvements planned, including: 4. Area-based wait times: Find delivery hotspots and optimize your earning potential. 5. Optional customer location sharing: Get customers on board for smoother navigation and faster deliveries (with their complete consent, of course!). 6. Transparent onboarding: No hidden fees, just clear sailing from signup to delivery domination. But wait, there's more! I'm putting the "YOU" in user experience. This means incorporating real driver feedback (photo verification included, so you know it's legit!), and even rewarding your delivery dedication with personalized motivational messages. This is YOUR Zomato journey, and we're making it a smooth ride. Stay tuned for further updates, and let us know what features YOU want to see in the comments below! Also you can see my redesigns here - https://lnkd.in/g4QkfdJQ Deepinder Goyal Zomato How did I do?? And my resource for user inputs is you app reviews and comments on X #Zomato #DeliveryHeroes #AppRevolution #HumanizingTech #productmanagement #ux #ui #redesign #solution #engagement #india #foodtech

but then, to increase the Average Order Value (AOV), y’all come up with fees that are out of the world Swiggy, Zomato, Blinkit, Zepto, Instamart, and Doordash 𝗣𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝗳𝗲𝗲𝘀: It seems someone is taking inspiration heavily from Indian railways. On searching for the “platform fees,” I have yet to find an answer. 𝗣𝗮𝗰𝗸𝗮𝗴𝗶𝗻𝗴 𝗳𝗲𝗲𝘀: This is controversial, but the good part is it directly goes to the pocket of the restaurant. But again, when ordering a Mcaloo Tikki for ₹62/- from McDonald's, one needs to pay ₹36/- as a packaging charge. 𝗦𝗺𝗮𝗹𝗹 𝗰𝗮𝗿𝘁 𝗳𝗲𝗲: Already one is paying for the delivery fees; why this good-for-nothing fees comes into play boggles my small mind sometimes. 𝗖𝗼𝘂𝗽𝗼𝗻 𝗿𝗲𝗱𝗲𝗺𝗽𝘁𝗶𝗼𝗻 𝗳𝗲𝗲𝘀: This is the latest fees in town. While these fees are good from a business perspective, they put a cognitive load on the user’s mind. Consider this post as the continuation of the load. But, Sourabh, don’t we pay convenience fees in thousands for a flight trip? Why aren’t you mad at that? I used to be but with time, we became habitual. ₹450 convineance fees when compared to a flight ticket. I Have a high level of empathy with the delivery folks, no matter where they are from Swiggy, Zomato, Blinkit, Zepto, Instamart, Doordash, Amazon, and Flipkart even if it’s - Raining - Extreme sun’s heat - Late night They deliver, having talked to 100’s of the delivery riders, it’s tough out their people; they're the the one's whose AOV per ride should be increased while being in sync with business too both are important

Okay so this is going to be a rant. You have been warned. What food delivery apps, especially Swiggy need to understand is that ruining someone's lunch or dinner cannot be compensated by offering a coupon code or offering the usual 'we're sorry & we'll improve in the future' formal apologies. Swiggy has ruined my meals more than 4 times, easily. Might be more. Why did I use Swiggy again, I hear you asking? Well, you see Zomato isn't a saint, & they've their issues once in a while. So some times, there is no option. Also, missing delivery deadlines, unresponsive delivery riders, & unrealistic delivery times aren't the only issues plaguing Swiggy. Let's talk about their customer support. They're usually quite clueless about everything. The 'chatbot' is more of a nuisance than a support tool. Here's my latest exchange with their support team. 'Hey my food hasn't arrived yet & I have been waiting for an hour' 'We're so sorry. let me check with the rider' (After being on hold for eternity) 'The rider says that he's stuck in traffic' (Nothing after this) 'Umm so how long will it take?' 'He says he can't say by when he'll reach' 'So then how long should I wait for?' 'We'll delivery your food at the earliest' 'Yes but you're not even giving an approx. time. 'We suggest you wait' 'I've been waiting for an hour. The estimated time was 20 mins. Can you offer a solution at least?' 'Sure. How can I help?' You see the issue? I did somehow manage to get a refund, but after waiting so much, all the other restaurants were full and delivery times were atrocious because of the rush. And this wasn't the first time this happened. Even with Zomato. So my advice would be this. Yes, your marketing is great. But good marketing cannot mask a troubled product for long. Fix your core issues first. All those quirky & clever notifications can get me to open the app and place an order, but the experience after that will only pour cold water on all of those efforts. Rant over.

-> Charges by Zomato or Swiggy for convenience: ₹10 platform fee -> Charges for inconvenience: ₹0 (just a “sorry” text) The inconvenience that we face: - Late food delivery ⏰ - Food arriving cold ❄️ - Portions smaller than expected 🍲 - Overpriced items 🤑 - Automated bot replies for customer support 🤖 This isn't just Zomato and Swiggy—it's a trend seen across Blinkit, Zepto, and others. If there’s a cost for convenience, shouldn’t there be compensation for inconvenience? #CustomerExperience #StartupLife #FoodDelivery #Swiggy #Blinkit

If I were a Zomato PM, I would have implemented Zomato Food Rescue in this way: 1. Users can cancel their order within 2 minutes of ordering and will not be charged for it (includes both cash and pre-paid payment orders). 2. If the user cancels the order when it is prepared and en route, the user will be liable to pay the delivery charge (irrespective of Gold membership) and the platform fee (includes only pre-paid payment orders). 3. A geo-fence will be enabled within a 700m radius of the initial delivery location. 4. Users ordering within a 5km radius of the initial delivery location will get a pop-up notification with some creative marketing by Zomato's Marketing team. Kudos to you guys! (Users will get a 50% discount on orders, and only pre-paid payments will be accepted in this case.) 5. Users ordering from more than 5km radius from the initial delivery location will get a 30% discount on the food order, and only pre-paid payment options will be accepted. 6. Once the user has used the food rescue service, they will not be able to cancel the order, irrespective of any situation. 7. The delivery partner en route will get a 10-minute cold period. If someone uses the food rescue during this cold period, then a new delivery will be allotted to the delivery partner. 8. If the cold period ends and no new delivery has been allotted, then the delivery partner should head back to the restaurant. 9. Once the restaurant gets the canceled order back, they will be provided with two options: food rescue on/off for that order. If the food rescue is 'on' for that order, then Zomato will provide recommendations of the prepared order at discounts to users ordering online. If the food order received by the restaurant has the 'off' food rescue option enabled, then it will be the restaurant's responsibility. 10. The delivery partner will be paid for both deliveries if they make the newly allotted delivery. Zomato Swiggy UberEat foodpanda India #foodrescue #initialthought #ux

You are being tricked into paying more for everything that you buy online! I order Chicken from my local shop at Rs. 250/kg.  On Swiggy Instamart, it is priced at Rs. 320(including platform and delivery fee and it's approx. Rs. 350.) - The market rate for chicken in Delhi is Rs. 240/kg (processed and not whole). - The local shop owner takes Rs. 10 as delivery charge. - Swiggy Instamart tells me to buy another Rs. 180 worth of stuff to offer me a free delivery. - On top of it, on every order, it charges me a platform fee. Because of my dog, I order chicken almost every week, and just by making this one shift I have saved up over Rs. 400 in a month! I have deleted Zomato from my phone and we have consciously reduced ordering food online by taking a cook who has a fixed salary every month (no surge fee, no exorbitant taxes at the checkout page). We have saved an estimated Rs. 1500/month only on taxes and platform fees that Zomato charged for food. We use Amazon Fresh for Grocery shopping and put what we need on a list every day and order at the end of every week at once(If you have a DMart around you, please go and get it from there. Nothing can beat those prices). By doing this, we avoid ordering from any quick-commerce apps. These are just a few changes we have made consciously to avoid giving money to platforms that promise 'convenience', often making a hole in our pockets, without us realizing it. The early offers, impulse buying, and creation of urgency for a product are all manufactured. The earlier you realize it, the more sustainable your monthly budget looks. Cheers. ------------------------------------------------------------------- Hi, I am Purnangshu Paul, a digital content creator and strategist who loves to tell stories. I write about Society, Culture, and careers and their impact on our lives.  Follow for more.

You might have heard about Swiggy's upcoming IPO. Everything it does or will do has been compared with Zomato's accomplishments and plans. And now, it’s launching its 10 minute food delivery service Bolt, in a throwback to Zomato Instant. We have seen this picture before. In March 2022, Zomato announced it would pilot Zomato Instant (10 minute food delivery). Its announcement was met with uproar and widespread condemnation (on the interwebs). In January 2023, the offering was sunset and replaced with Zomato Everyday (homely meals by home chefs). The idea was unique but perhaps too early for the market to accept. It was launched 2.5 years ago, much before Quick Commerce became pervasive. Swiggy has announced it will initially launch this service in Bengaluru, Hyderabad, Mumbai, Chennai, Delhi, and Pune. It will be a staggered launch for customers and will offer food from multiple brands including KFC, McDonald's, Starbucks and Chaayos. Another ten minute food delivery app Swish launched in August in Bengaluru and has apparently lined up approximately $2 million in funding from Accel (as per The Arc). It is always interesting to see if the startup gets distribution before the incumbent gets innovation. In this case, Swiggy may launch across 6 cities, but Bolt’s future will depend on food quality, impeccable customer care and intangible customer love. I wrote earlier this week about Swiggy's race to the public markets. Please sign up and read: https://lnkd.in/g4Ussa37

Struggling with low adoption of your payment solution? Look no further! This video dives into Swiggy Dineout's winning strategies for boosting Dineout Pay usage. Hear directly from Rituraj Gogoi, Ex-Senior Product Manager, as he unveils their secret sauce. Watch the case study for FREE on HelloMeets and learn how to supercharge your payments! -> https://lnkd.in/gvwp8-28 #SwiggyDineout #DineoutPay #Payments #CaseStudies #hellomeets

Boost Payment Adoption with Swiggy Dineout's Proven Strategies! Discover how Swiggy Dineout significantly increased Dineout Pay adoption! In this HelloMeets video, Rituraj Gogoi, Ex-Senior Product Manager, shares their actionable tactics to get more users to pay seamlessly. Watch the case study now for FREE! -> https://lnkd.in/gmXfGxex #SwiggyDineout #DineoutPay #Payments #GrowthHacking #hellomeets