An online space for beauty and wellness needs, Mumbai-based Purplle showcases some of the world’s leading brands. Founded in 2011, the company employs more than 800 and is emerging as a leader within India’s e-beauty space.
Purplle’s success is thanks to its highly personalised digital shopping experience that recommends products based on customer personality, search keywords and purchase behaviour.
The problem with scaling up
Nowadays, personalised shopping experiences extend beyond the digital storefront. Purplle recognised that ensuring this for its clientele required actively engaging with customers.
Calling, however, was not scalable. The limitations of WhatsApp and WhatsApp Business allowed only one person to chat with a customer from a specific phone number.
They wanted to enable over 100 agents to help over 40,000 customers find and buy the perfect product for their skin type, hair type . And it all had to happen on 1 branded whatsapp number!
How Zoko helped
That’s when the team at Purplle discovered Zoko’s CRM tool. Built on WhatsApp APIs, Zoko provided Purplle the capability to manage all customer interactions via a single support number.
Working this way allows Zoko to give customers a seamless, personalised experience, while allowing multiple agents to manage the company’s fast-growing user base.
Now, while the customer sees just one support number, the brand’s agents are able to chat with multiple customers. This means that even when agents change, the customer enjoys a seamless experience.
Zoko CRM allows Purplle’s agents to reassign chats based on the customer’s query - without the customer needing to message a different number.
A private notes feature - visible solely to internal team members - allows team members to share the history of an issue with colleagues while reassigning chat to another agent.
Customer interactions are easier for agents to manage, too, thanks to the Zoko's ability to save and share quick responses to frequently asked questions. This frees up valuable time for agents.
Purplle also got strong analytics to understand how their customer support was performing and identify areas of improvement using the Chat Analytics feature.
Why you should use WhatsApp for customer support
With more than two billion users,WhatsApp is the most used messaging platform on the market. As well as offering high open rates (95%), the platform’s familiarity and use with customers makes it easy for them to reach out when issues arise.
Better still - just by being seen within a customer’s WhatsApp messages can generate opportunities for the brand to improve the customer experience and move more products.
Zoko features such as Private Notes,Quick Replies and Multi-Agent support, allow brands to manage customer support easily and efficiently via WhatsApp.
To discover what it could do for your brand visit: Zoko's Chat Features