How Phoenix Marketcity built a 24/7 Helpdesk on WhatsApp

Industry

Retail

Platform

Live Since

August 2020

Product Used

Customer Care

We introduced the AI Whatsapp Chatbot in Aug of 2020 in order to assist customers with mall related queries. It has been received very well by our customers and now we have slowly integrated the chatbot into our campaigns which also has got a great response and has further simplified communication with the brand. We are now planning to enhance the chatbot with more integrations and use cases to enhance user experience and engagement. The Haptik team has been very supportive and prompt with the initiatives we plan to undertake as a brand to enhance the usability of the chatbot.

—Phoenix Marketcity Mumbai

Phoenix Marketcity is one of the largest shopping mall in India located in Kurla Mumbai. It is developed by the Offbeat Developers Private Limited, which houses 600+ brands with the biggest national and international brands, such as Forever 21, Zara, H&M, American Eagle, Sephora, MAC, Brooks Brothers, Steve Madden, Charles & Keith, Superdry, Fossil, Swarovski, Adidas and many more along with an entertainment zone of brands such as Snow World, Timezone and PVR Cinemas, which boasts 8 movie screens. The mall also has over 70 restaurants to offer some lip-smacking delicacies from across the world.

Challenge

During the pandemic, Phoenix Marketcity saw a surge of requests from users wanting to know about the mall's operational hours, availability of stores, restaurants, and other support-related queries. To keep up with the incoming requests they realized the need to deploy a 24/7 virtual assistant. The Phoenix market city team partnered with Haptik to build a WhatsApp virtual assistant to engage with the customers and share information related to different catalogs of the mall, round the clock.

Converting visitors into users via WhatsApp
Provide instant support for queries about the mall's operational hours, brands available, services, and managing special campaign activities.
Reduce wait times and improve customer experience

Solution

With the aim of improving user experience and making support automated, Phoenix Marketcity Mumbai partnered with Haptik to build a Whatsapp Virtual Assistant, “Phoenix Buddy”. The virtual assistant aids with:

Serving as a 24/7 helpdesk for queries related to the mall, special services, brand information, offers and promotions, COVID 19 safety, and food & beverage.
Providing instant support with queries about COVID-19 safety measures at Phoenix
Promote offers, discounts, campaigns, and special events happening at the mall
Enabled users to enroll for the Power Women Fiesta Campaign and avail details directly via WhatsApp