Case Study: Urbanic reduces support inquiries by 30% with Bird WhatsApp

Urbanic reduces incoming customer support inquiries by 30% with WhatsApp

Urbanic, an eCommerce women’s fashion company operating in India, Mexico, and Brazil, was growing quickly but struggling to deliver a seamless customer experience. The team had difficulty synchronizing conversations across WhatsApp, email, SMS, and in-app chat, and their existing tools made it hard to send timely order updates or manage integrations without heavy technical support.

Using Bird’s WhatsApp API and omnichannel console, Urbanic rolled out automated order confirmations, shipping notifications, and NPS surveys through a phased WhatsApp-first approach. With Bird, the company achieved a 98–99% delivery rate for real-time notifications, increased customer response rates to 70% from around 40%, reduced inbound support inquiries by 30%, and recorded an 8% response rate on WhatsApp NPS surveys.

Urbanic

Krishna Gautam

Head of Customer Experience