Here’s Why Customer-Centric Firms are At the Top

Here’s Why Customer-Centric Firms are At the Top

Hiral Thaker

February 28th, 2020

Do you remember the days when ordering food was a newly introduced concept?

Yes? What came to your mind? Mobile applications?

Nope. That’s not it. Let’s backtrack to the beginning of the food ordering and delivery industry.

Phone calls.


We used to order food over phone calls. Ask all the 90’s kids. They know the struggle. It was quite real. Where do you think the term Hangry came from!

Well, before mobile apps took over, we used to wait for good 45 mins to an hour if not more just for a single dish. There were yellow pages involved, a lot of back and forth, waiting, bad food, some yelling, and plain dissatisfaction.

And the problems would still exist. Like returning that order or food, asking for your money back, and then going through the same process again because you are still hungry. Remember?

At that point, it was natural to feel the need to never order food and just make an effort to go out if craving anything specific.

But, now those days are gone. Today we are living in an era of technology. It has made our lives easy. How? Purchasing things like gadgets, household appliances, clothes, medicines, etc. be it big or small everything now is just a few clicks away.

Ordering food too!

Continue reading the article to find out how technology has revolutionized the food delivery industry and made some hungry people very happy, while I go and grab my wrap that I ordered only 20mins back!

Apart from ordering food online, you can now, live track it, cancel it easily, talk to the support staff, the delivery person, change address and many other things.

The first company to introduce online food ordering was FoodPanda but soon due to some bad operational decisions, ineffective communication, and technical issues, they failed to make a dent in the industry.

Soon after, Zomato launched its online food ordering application. And to no one’s surprise they became a huge success.


By providing easy to use and hassle-free user experience. And exceptional 24*7*365 chat support.

How do they manage to be there for their customers all the time?

Knowledge/support portal & customer portal.

These portals help you bridge the gap between you and your customers by minimizing the queries and request load and enabling customers to self-serve. This not only makes it easy for people ordering food to solve their issues that might include instructions to the delivery person, change of address or order, without having to wait for a single minute but also renders complete customer satisfaction.

Apart from self-serving, these support portals can also serve as a ticketing system where your customers can add queries for which they couldn’t find any answers. And if the customers want to talk to directly talk to you, then they can opt for the online chat support too.

They made it big in a really competitive industry by being there for their customers and closely paying attention to their behavior.

And this is exactly what all the customer-centric firms do. To grow. To expand the customer base. To retain current customers.

Here's Why Customer-Centric Firms are At the Top

Not only this, there are many other benefits of having a support or knowledge portal. Let’s look at a few of them and the ways these portals can help you in growing your business and customer base.

Increase Productivity of Your Support Team

With Help and Support Portal, native screen pops give your agents instant access to contextual Portal data, including the caller’s user record and tickets. This empowers agents to provide personalized interactions and eliminates the need to ask time-consuming or repetitive questions.

Turn Any Device into a Support Portal

The web real-time communication facility turns your employees’ web browser into a phone. Thus, Portal enables agents to respond to customer requests from any location. It also eliminates time taking procedures like hardware, maintenance and set-up time, while allowing an enterprise to focus on organization’s resources to deliver exceptional customer service.

Turn Interactions into Insights

Every interaction matters… To read in depth about the works of a support portal, download our support whitepaper.

About Us:

CRMJetty is a hub of innovative customer relationship solutions. Our tools ensure that you can render enhanced interactions at each stage of your customer lifecycle. So, if you are searching for a portal development company to help you set up a WordPress customer portal or any client portal, we are here to help you in building the right customized portals. We have served in this industry for a decade and have built many custom portals like knowledge sharing portal, self-service portal, web development portals, customer portals, etc. Get in touch with us to create customized portals.

All product and company names are trademarks™, registered® or copyright© trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

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