By adding a streamlined customer support channel with WhatsApp Business Platform, The State Plate answered 85 percent of customer inquiries with chatbot automation and reduced the average response time from hours to minutes.
of queries resolved with the WhatsApp chatbot
improvement of abandoned cart recovery rate over email
of calls deflected to WhatsApp
decrease in response time, from hours to minutes
Authentic Indian cuisine, delivered
The State Plate sells authentic traditional and regional food from 10 of India’s 28 states directly to consumers. Customers can purchase specialty staples, sweets, and snacks that may not be available locally, shop by state, and purchase variety boxes and curated combos.
Better service and support
The company wanted WhatsApp as their primary customer support channel to better engage customers and to solve inquiries faster. They also wanted to send automated order notifications and reach out to customers during new product launches and when items are back in stock.
A channel to order delicious food
The State Plate whets their customers’ appetites with a wide variety of authentic, traditional, regional foods from different Indian states. After creating a deep - rooted network of local vendors across India, the company relied on phone and email support, with service agents having to work across multiple channels to respond to inquiries. Common topics ranged from shipping times and delivery tracking to the minimum purchase for free delivery.
As popularity increased, peak hours experienced heavy traffic with email response and call center hold times becoming longer than the team wanted. The State Plate decided it was time to automate some of their customer interactions. Together with Haptik’s interactive experts at Interakt, they partnered to create their primary support channel using WhatsApp Business Platform.
The automated chatbot delivered a streamlined communications channel by allowing customers to reply to messages, deflecting a high volume of calls to WhatsApp, and using push notifications to keep customers informed at every step of their journey, from purchase to delivery. Via WhatsApp, customers could receive confirmation messages, tracking links, and answers to frequently asked questions. Additionally, if the chatbot couldn’t address an inquiry, it swiftly connected the customer to a live agent during business hours, keeping the focus on delivering prompt service.
“Through our collaboration, we were able to support better brand visibility and loyalty by automating key support for The State Plate,” says Rupak Savekar, Customer Success Manager at Interakt. “Customer queries are now often answered in minutes rather than hours.”
With WhatsApp, customers could opt in to receive notifications when new products were available or items were back in stock. The State Plate could also send reminders to customers when they had items left in their shopping carts. This capability helped the company boost sales from pending orders in carts by 80 percent, with customers completing their purchases after being no tified. Additionally, the response rate to notifications was four times higher than email.
“With WhatsApp Business Platform, 40 percent of our incoming calls were deflected to WhatsApp, 85 percent of queries on the channel were handled by automation, and response times were reduced by an average of 90 percent,” says Raghav Jhawar, Cofounder of The State Plate. “Not only did we see phenomenal customer cart recovery rates, we immensely improved our customer experience by resolving customer queries so much f aster.
By maintaining communication with customers The State Plate increased repeat purchases as well. As customers continue to enjoy the authentic specialty foods of their favorite Indian states, the company continues to thrive and grow, setting up the business for further success by offering the best quality and attention to detail for people looking for gourmet experiences.
Fast, efficient support
By deflecting calls to WhatsApp and automating customer service responses, customer support response times fell by half and inquiries were resolved in minutes rather than hours.
- 85% of queries resolved with the WhatsApp chatbot
- 40% of calls deflected to WhatsApp
- 90% decrease in response time, from hours to minutes
- 50% reduction in live agent support
- 4x better response rate in WhatsApp notifications over email
- 80% improvement of abandoned cart recovery rate over email
“With WhatsApp Business Platform, 40 percent of our incoming calls were deflected to WhatsApp, 85 percent of queries on the channel were handled by automation, and response times were reduced by an average of 90 percent. Not only did we see phenomenal cust omer cart recovery rates, we immensely improved our customer experience resolving customer queries so much faster.”
“Through our collaboration, we can enable better brand visibility and loyalty by automating key support for The State Plate. Customer queries are now often answered in minutes rather than hours.”