How Haptik Automated Grofers’ Customer Support in Less Than 48 Hours

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Industry

E-Commerce & Retail

Platform

Android, iOS & Web

Live Since

January 2019

Product Used

Customer Care

Grofers-Suneet

The Haptik Bot has done a wonderful job for us. It was able to handle a large number of queries, far beyond what our agents would have been able to manually do given the rise in the number of queries during the sale. 75% of responses were handled without human intervention – a massive savings for us in terms of man-hours! We are very impressed with the Haptik team, who were able to offer a solution in such a short span of time. We look forward to continuing our association with Haptik for more long-term projects.

— Suneet Gupta , VP – Customer Experience, Grofers

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Grofers is a low-price online supermarket that allows consumers to order products across categories like grocery & staples, beverages, personal care, home & kitchen, furnishing & home needs, household needs, breakfast & diary needs, baby care, pet care, meats & seafood and get them delivered to their doorstep. The delivery service is operational in 13 cities: Ahmedabad, Bengaluru, Chennai, Delhi, Gurgaon, Hyderabad, Jaipur, Kanpur, Kolkata, Lucknow, Noida, Mumbai and Pune.

Challenge

Grofers needed a customer care automation solution on short-notice to handle the massive spike in inbound queries anticipated during their Mega Sale.

The key objectives of the IVA included:

  • Answering FAQs about the Grofers Mega Sale.
  • Redirecting complex customer queries to human agents.
grofers-challenge

Solution

Haptik built an IVA for Grofers within 48 hours that:

  • Massively scaled up Grofers customer support capacity.
  • Resolved a vast majority of customer queries end-to-end.
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Key Use Cases

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Business Impact

75%

Automation

10%

Customer Traffic Handled

70K+

Conversations

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