About Purplle
Founded in 2011 and based in Mumbai, Purplle is one of India's leading online beauty and wellness platforms. It offers more than 25,000 products from over 400 Indian and international brands, and recommends products based on each shopper's profile, searches and purchase history.
The challenge
For its new premium loyalty programme, Purplle wanted more than 100 agents to help over 40,000 of its most valued customers choose the right products for their skin and hair type. All of this had to run on a single branded WhatsApp number, which the WhatsApp Business app cannot support.
How Zoko helped
Zoko gave Purplle a shared team inbox on one WhatsApp number. Customers see a single support number, while agents can chat with many customers at once. Chats can be reassigned to the right specialist without the customer switching numbers, private notes carry context between agents, and saved quick replies speed up answers to common questions.
On any given day, we manage at least 10,000 customers through interactions on WhatsApp to handle their orders. When we had 10 agents, we could handle the workload comfortably on our own. However, as we scaled up to 100 agents and continued to add more, Zoko's unified approach, which integrates all chats and enables our agents to manage customer success operations efficiently, significantly improved our customer satisfaction scores at scale. The best part was that it took us less than a day to set it up.
Anuradha Nagar, Marketing Specialist, Purplle
The results
- 40,000 customers a month managed on WhatsApp
- More than 100 agents working from one number
- Higher customer satisfaction scores at scale, with setup completed in under a day
