Swiggy is India’s largest online food delivery platform, delivering over a million orders every day. As with any other brand, things sometimes go wrong in the delivering of an order. And no matter what the reason or who’s at fault, it’s always the customer care team that faces the ire of irate customers. A quick glance at some of the customer complaints that brands receive on social media will reveal how many are peppered with profanity.
What The Falooda was designed to sensitise customers against the use of profanity while interacting with customer care executives. The campaign comprised a film and a desktop extension to drive home the idea.