How India’s leading Water Purifying Company offers instant support via WhatsApp

Industry

Retail & eCommerce

Platform

Live Since

May 2021

Product Used

Customer Care

Partnering with Haptik has helped us revolutionize our customer experience and brought us closer to our goal of serving our customers in the most hassle-free safe & transparent way. What I really love about Haptik is that it sees the relationship with the customer as an ongoing conversation – not a stack of queries. I think the results we’ve seen to date speak volumes about how Haptik has helped us remain a tight-knit team and engage with users at the right time to drive sales & conversions.

—Chetana Kotian, Project Manager at Eureka Forbes Ltd

Founded in 1982, Eureka Forbes Limited is a multi-product, multi-channel organization and India’s leading health and hygiene brand serving 20+ million happy customers. In addition to being Asia’s largest direct sales force, it has retail, institutional, and e-commerce channels, an inventive franchise business partner network, a rural channel, and one of India’s most expansive service networks. It has now successfully covered over 35 countries and reached 1500+ cities and towns. Eureka Forbes has been a pioneer and trendsetter in direct sales in India and is one of the largest direct-selling companies in Asia today. Nearly four decades of bringing happy, healthy, safe, and pollution-free living to customers.

Challenges

Over the years, Eureka Forbes has become synonymous with water purifying in India. However, during the COVID-19 outbreak, the demand & importance of safe water, hygiene, and sanitation increased, resulting in higher customer inquiries.

To keep up with the rising customer demands it became imperative for Eureka Forbes to adopt a faster and more modern approach to customer service. They partnered with Haptik to:

Deliver on-demand customer support, improve query resolution and grow customer engagement using AI & ML
To reduce First-response time and deliver personalized & faster query resolution, thereby driving higher customer satisfaction
Reduce call-center dependencies and save costs
An AI-powered chatbot solution with powerful ML & NLU to deliver accuracy & precision

Solution

To achieve their larger goals of providing a highly efficient user experience and customer service, Eureka Forbes partnered with Haptik to build their WhatsApp Chatbot

Delivering 24/7 customer support and diving efficiency in customer service & sales operations
Accurately comprehending customer intent, gathering requirements, and delivering contextual support and personalized query resolution, at scale
Significantly reduces customer wait times
Seamlessly transfers high-risk, complex customer issues to live agents, thereby reducing customer churn, ensuring timely query resolution while delivering a consistent brand experience