Business Platform
Purple Panchi
Personalizing communication and commerce at scale using WhatsApp Business Platform
Brand
WhatsApp Business Solution Provider
By adding customer service workflows and product catalog features to initiate sales on WhatsApp Business Platform, Purple Panchi increased its product visibility to customers who are new to technology, grew its average order values, improved efficiency, and reduced customer support costs.
20%
higher spend average for customer orders originating from WhatsApp
75%
greater customer support efficiency
80%
cost reduction in customer support
*Results are unique and are provided by the featured business. Success story results will vary, as they depend on a variety of factors.
Their Story
Artisanal fashion
Purple Panchi is an artisanal fashion boutique that sells made-to-order ethnic wear celebrating the traditional craft, wide variety of fabrics, and colors of India. The company is deeply committed to business ethics, pays a fair price to its clothing makers, and is mindful of the resources it uses.
Their Goal
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Scalable one-on-one communication and service
The company wanted to offer customers secure, reliable, and scalable personalized communication and service while reducing customer support costs. At the same time, it wanted to add a second storefront in WhatsApp for an integrated customer experience that makes browsing and ordering even easier.
Their Solution
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Expanded service and commerce with WhatsApp
Maintaining personalized, one-on-one contact with customers is important for many businesses, especially for boutiques like Purple Panchi, whose artisans make clothing by hand. The company has been native to WhatsApp since it was founded in 2017. They have always preferred WhatsApp chatbots over hosted chat apps that are anchored to websites because many of their customers already use WhatsApp. This makes it easier for customers to engage with Purple Panchi anytime, anywhere.
“Some of our customers consult with us over several days before buying,” says Sahana Goel, Founder of Purple Panchi. “They might call our service center and look at product demos online many times while trying to make a decision. It’s important that we don’t lose contact and that they feel supported.
As the business grew, customer service became more labor intensive, and costs increased. While customers interacted with Purple Panchi through multiple channels, including phone and web, the team saw an increased usage of WhatsApp during new product launches. Seeing new potential to expand the value of WhatsApp for both customers and the business, Purple Panchi partnered with the interactive AI experts on the Interakt team at Haptik.ai.
Together the teams added more shopping and service features by integrating the WhatsApp Business Platform with Shopify. They were particularly interested in using Multi - product Messages to guide customers through buying journeys. Customers could browse the product catalog, ask questions, add items to their cart, check out via Shopify, and follow up after placing an order, all within WhatsApp. In addition, they automated most customer notifications.
“Automation took a lot of repetitive work off our hands, so much so that we have been able to effectively use the resources we already had even as our business has grown. In fact, we reduced our support team from four people to one and were able to add that support staff into other strategic roles within the company.”
Sahana Goel
Founder
“With WhatsApp Business Platform, Purple Panchi could s cale and send as many messages as they needed to,” says Tanya Vaish, Customer Success Manager at Interakt. “And because of their relatively small size, they could use WhatsApp like a ‘mini - CRM tool’ to track customers without having to purchase an expensive enterprise - grade CRM that comes with a lot of features they won’t use. With WhatsApp, order data and customer data are added to the Interakt dashboard automatically, and Purple Panchi can segment customers there and launch targeted campaigns.”
To date, Purple Panchi has achieved a 20 percent higher average order value for orders placed via WhatsApp compared with other channels. The customer support team also increased efficiency by 75 percent and reduced customer support costs by 80 percent.
“Automation took a lot of repetitive work off our hands, so much so that we have been able to effectively use the resources we already had even as our business has grown,” says Goel. “In fact, we reduced our support team from four people to one and were ab le to add that support staff into other strategic roles within the company.”
As a next step, Purple Panchi is exploring how to use WhatsApp as a channel to interact with more artisans and widen its creative network so it can offer an even richer variety o f attractive fashion choices in its customer catalog.
Customers can easily access their MongePay accounts within WhatsApp
Their Success
By adding a shopping experience inside WhatsApp and automating most customer notifications, average order values increased by 20 percent while customer service costs and efficiency improved by 75 percent or more.
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Higher order values
- 20% higher spend average for customer orders originating from WhatsApp
- 75% greater customer support efficiency
- 80% cost reduction in customer support
*Results are unique and are provided by the featured business. Success story results will vary, as they depend on a variety of factors.
“With WhatsApp Business Platform, Purple Panchi could scale and send as many messages as they needed to. And beca use of their relatively small size, they could use WhatsApp like a “mini-CRM tool” to track customers without having to purchase an expensive enterprise - grade CRM that comes with features they won’t use.”
Tanya Vaish
Customer Success Manager
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