How JioMart Handles 40% of Customer Support on WhatsApp

JIOMART-MB
Industry

eCommerce

Platform

WhatsApp

Live Since

July 2020

Product Used

Customer Care

JioMart-logo

JioMart is an eCommerce venture launched and run by India’s most valued firm, Reliance Industries. It is an offline to online grocery service that allows you to order online after which the product is delivered from a local nearby store. JioMart offers a selection of 50,000+ products, and lets customers shop at "5% below MRP". Present across 200 locations, JioMart processes over 250,000 orders per day.



Business Goals

JioMart was experiencing 3x more traffic than expected. They realized the need for automation to augment their customer support. 

  • High demand for their services. The number of orders was growing rapidly.
  • Wanted to engage with their customers on newer communication channels beyond the web.
  • Improve First-response time and query resolution to drive higher customer satisfaction.
  • Handle large volumes of customer support queries without scaling the number of agents.
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Solution

JioMart partnered with Haptik to build a WhatsApp chatbot to scale Customer Support efforts and deliver a highly efficient user experience.

  • The WhatsApp chatbot has emerged as the go-to channel for users to engage with JioMart
  • Primarily helps in resolving key use cases such as Check Order Status, Delay in Delivery, Replacement Request, Refund Related Query, and more.
  • Has significantly reduced wait times and improved customer support.
  • Drives large numbers of organic traffic due to greater customer satisfaction leading to higher repeat customers. 



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Key Use Cases

Screenshots

Business Impact

88%

Queries completion rate

45%

Total queries handled

62%

Reduction in response time

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