How Bombay Sweet Shop increased sales using a WhatsApp Chatbot

Industry

Hospitality

Platform

Live Since

April 2021

Product Used

Customer Care

We at Bombay Sweet Shop are super happy with our partnership with Haptik. With our bot Boondi we wish to improve the customer experience for our patrons who shop with us. Building and implementing the automation process was a seamless process with the Haptik team, who ensured flexibility and great problem-solving initiatives to help us bring Boondi to life.

—Yash Bhanage - Co Founder at Hunger Inc Hospitality Pvt. Ltd

Bombay Sweet Shop is a new celebratory venture by Hunger Inc., the company behind the legendary The Bombay Canteen and O Pedro. They provide traditional sweets with redesigned flavor and presentation that serve as a gifting option during festive and special occasions. Bombay Sweet Shop brings back the magic of mithai while celebrating the diversity of Indian desserts which can be customized for any occasion.

Challenge

Bombay Sweet Shop receives multiple customer requests and questions on the products available especially during festivals or wedding season with customers demanding an immediate response and quick query resolution. The brand realized that the only scalable solution would be to opt for an automation-first customer support strategy, that would not only lighten the load on their support agents but also drastically improve shopping experience for users and drive higher retention.

Providing instant customer support for simple repetitive questions and seamlessly redirect complex queries to agents
Reduce support wait times and improve query resolution time
Expand brand presence and provide seamless assistance on users' most preferred messaging channels--WhatsApp

Solution

With customer expectations at an all-time high, Haptik built a WhatsApp chatbot called ‘Boondi’ which is also lovingly known as the friendly virtual laddoo which assists customers in –

Placing and tracking orders
Showcasing available gifting options
Highlighting special festive offers and answering any other queries that the customer might encounter

With WhatsApp being the preferred mode of communication for the brand, 'Boondi' has become one of the top online revenue earning streams for Bombay Sweet Shop's business.