Pepperfry amplifies Customer Experience using Pep, an AI-powered chatbot

Industry

eCommerce

Platform

Website & App

Live Since

October 2021

Product Used

Customer Care

Haptik helps us fulfill our customer needs in a way that’s immediate, effective, and still feels friendly. After implementing ‘Pep’ we have been able to support our customers at any time of the day, delivering instant support for a wide range of customer queries. We serve hundreds of customer queries on a regular basis and the ability to automate that and make customer support automated and more self-serve has been our biggest game-changer in 2021. We’re very focused on the experience of our customers and Haptik helps us make shopping and post-shopping support as stress-free and easy as possible for our customers.

— Ketan Kahandal, Assistant Manager, Pepperfry

Pepperfry is an Indian online marketplace for furniture and home decor. The company is headquartered in Mumbai, Maharashtra. Ex-eBay executives Ambareesh Murty and Ashish started Pepperfry in Mumbai in 2012. The company opened its first Experience Centre in Mumbai in 2014 and by 2019 there were over 109 centers across 66 cities in India. In 2019, Pepperfry was Recognized in the top 10 Startups by Entrepreneur (Magazine). As a leader in the home furnishings industry, Pepperfry has long prided itself on providing best-in-class shopping experiences for its customers. Over the past few years, Pepperfry has become a household name for furniture and home decor, adding thousands of new users monthly, growing their customer base by 5x year on year.

Business Goals

However, with customer expectations at an all-time high, Pepperfry’s existing helpline number and email resolution service were falling short in providing instant query resolution and customer support. Additionally, higher volumes of customer queries meant higher call-center dependencies, resulting in higher costs.

In order to meet – and exceed – these growing customer expectations, and bring immediate query resolution, Pepperfry partnered with Haptik to build an AI-powered chatbot to predominantly help with:

Reducing long wait times and delayed query resolution
Providing instant support for low-touch, basic queries
Offering 24/7 information for FAQs such as Track order, Request for an invoice, Cancel order, etc.
Lighten call center dependencies
Active Agents to resolve the queries on the bot

Solution

With the goal of driving faster customer responses, and substantially enhancing customer service, Pepperfry & Haptik built PEP, an Intelligent Virtual Assistant which was deployed on their website and Android and iOS.

Essentially, PEP helps with:

Offering instant resolution to repetitive queries such as Track my order, Cancel order, Refund order status, Request for an Invoice, etc
Auto-ticket creation if the user requests for call-back service
Promotes active offers, discounts, sales, etc.
Seamlessly transfers the conversation to a live agent during high-risk, complex scenarios