Pepperfry's AI-Powered Chatbot Revolution: A Partnership with Haptik
Use Cases
- Chatbots
About The Customer
Pepperfry is a prominent online marketplace for furniture and home decor in India. The company has experienced impressive year-on-year growth, with its customer base increasing fivefold. Despite this success, Pepperfry recognized the need to improve its customer support services to meet the growing demand for instant query resolution. The company's commitment to enhancing customer satisfaction led to the collaboration with Haptik to develop an AI-powered chatbot that would help reduce wait times and improve query resolution for customers.
The Challenge
Pepperfry, a leading online marketplace for furniture and home decor in India, was facing a significant challenge in meeting the growing demand for instant query resolution and customer support. The company's customer base had increased fivefold, and its existing helpline number and email support services were unable to keep up with the surge in customer queries. This resulted in longer wait times and a decline in customer satisfaction. The company was also grappling with the high costs associated with the increased reliance on call centers. Furthermore, providing 24/7 information was a challenge that needed to be addressed. The goal was to reduce the dependency on call centers and long wait times, and to provide immediate solutions to customer queries.
The Solution
To address these challenges, Pepperfry partnered with Haptik to develop an AI-powered chatbot named PEP. The chatbot was designed to provide immediate solutions to recurring inquiries such as order tracking, cancellation, refund status, invoice requests, and more. It was launched on Pepperfry's website, Android, and iOS platforms. The chatbot also had a feature for auto-ticket creation if the user requested a call-back service. Additionally, the bot was programmed to promote active offers, discounts, and sales. This innovative solution aimed to provide faster customer responses and significantly improve the overall customer experience.
Operational Impact
Quantitative Benefit
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