Purr-fecting Customer Support with Sia - an Intelligent Virtual Assistant

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Industry

eCommerce

Platform

Website, WhatsApp

Live Since

Jan 2020

Product Used

Customer Care

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We've been using Haptik since Jan 2020, it has transformed the way we interact with our customers and the speed with which we resolve queries. We've seen a strategic shift in the way we envisioned customer experience at SleepyCat. Being an online sleep solutions company with mattress as our core product, a customer sometimes requires guidance on the various options to make a decision and Haptik does this extremely well for us. We've seen tremendous growth in the number of queries we've catered to, and the customer query resolution has reduced by ~70%! With the initial success of our website IVA, we expanded it to other channels such as Whatsapp and Facebook to provide an omni-channel experience to the end consumer.

I am happy to see continued improvements and new features in the system and regularly recommend Haptik to my contacts.

Kabir Siddiq, Founder & CEO, SleepyCat

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SleepyCat is a leading online sleep solutions company that believes in delivering luxurious sleep to everyone. Established in 2017 to quickly become the internet's highest-rated mattress in India, they're constantly innovating and thinking outside the box to bring premium sleep products directly to customers. Widely recognized as a disruptor in the mattress industry evolving the way the nation sleeps, their product line-up includes an array of mattresses, pillows, bedding, and more. 

 

Business Goals

  • Automate support and increase efficiency in answering 70-80% of user conversations which include top queries
  • Standardize common queries and improve the quality and accuracy of answers through automation.
  • Reduce man-hours and save on agent costs to improve ROI
Challenge

Solution

SleepyCat partnered with Haptik to build SIA - an Intelligent Virtual Assistant to scale Customer Support efforts and deliver a highly efficient user experience, end-to-end.

  • Sia took over and resolved key customer queries like Track My Order, Check Delivery Timelines, Return/Exchange Request, Delivery Issues, etc.
  • Significantly reduced wait times and improved end-user experience
  • Saved agents from answering repetitive queries, enabling them to focus on high-value, complex queries that require a human touch. 

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Key Use Cases

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Business Impact

93%

Automation rate

70K

Total conversations handled

70%

End-to-end Query resolution rate

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