Back to Case studyA Leading Online Store for Ayurvedic Products Deploys TTBS-enabled WhatsApp Business Platform to Reinforce Customer Service
ShareBusiness Challenges
The leading online store for Ayurvedic products faced challenges in providing seamless customer service and running outbound marketing campaigns efficiently. Challenges include:
- Inefficient communication channels resulting in delayed responses to customer queries.
- Limited self-service options leading to increased workload for customer service reps.
- Lack of detailed analytics for measuring the effectiveness of marketing campaigns.
- Concerns regarding message security while sharing information like billing details.
TTBS Solution
TTBS enabled setup of WhatsApp Business Platform, a comprehensive communication solution to address customer needs. Key features of the solution included:
- Integration with the company's existing mobile number for official communication.
- Set up of customized bot functionalities to greet customers, provide self-service options, and connect them with human agents when needed.
- Set up in-depth analytics dashboard for monitoring metrics and performance.
- Provided end-to-end encryption to ensure the security of customer communications.
Benefits
- Enhanced customer experience with real-time chat service leading to reduced wait times and improved satisfaction.
- Decreased cart abandonment rates through instant query resolution and timely updates
- Increased lead capture through auto responses and engagement even during off hours.
- Actionable insights into customer sentiments and campaign effectiveness
- Time savings for customer reps with automation features and self-service options
