About MotherSparsh
MotherSparsh is a premium Indian brand making natural baby skincare and mother care products inspired by traditional Indian rituals. It focuses on organic ingredients and introduced India's first eco-friendly, water-based, biodegradable wet wipes.
The challenge
One in three chats on MotherSparsh's WhatsApp channel asked the same question: "Where is my order?" Support agents were answering it over and over, and 38% of these questions arrived outside working hours, when nobody was available to reply. The average customer checked their order status at least four times.
How Zoko helped
MotherSparsh switched on Zoko's AI assistant on its WhatsApp channel to answer order status questions automatically, around the clock. Customers get an instant answer, and agents are free to focus on closing sales. Setup took less than 10 minutes.
Zoko's AI assistant was extremely helpful in managing our order requests and increased our customer satisfaction rate by 20%. The tool is user-friendly, has an amazing UI, and has a setup time of less than 10 minutes. What's even more impressive is that even when our agents were not available outside of working hours to answer customer queries on WhatsApp, Zoko's AI assistant performed well and helped us serve our customers effectively.
Rupinder Kaur, Brand Marketing Manager, MotherSparsh
The results
- Over 2,600 order status questions automated every month
- 93% of order status chats answered by AI, including 39% outside agent working hours
- 196 agent hours saved and at least ₹50K a month saved in support costs
- 20% increase in customer satisfaction
