Case Study: Kapiva achieves 10% RTO reduction and 2x customer response with ClickPost

How did Kapiva reduce RTO by 10% with a simple integration

Kapiva, a Series-C funded D2C health and wellness brand, faced rising Return to Origin (RTO) rates, low customer responses and ineffective post-purchase communication that hurt logistics efficiency and customer experience. To address failed deliveries and poor NDR (non-delivery report) handling, Kapiva partnered with ClickPost to power a WhatsApp bot and integrate ClickPost’s deep APIs into its post-purchase workflows.

Using ClickPost’s APIs and a WhatsApp bot (built with LimeChat), Kapiva automated NDR categorization, triggered issue-based WhatsApp flows to capture customer choices, and forwarded customer feedback to carriers for faster resolution. The ClickPost-enabled solution delivered measurable impact: a 10% reduction in RTO within a week, a 2x improvement in customer response rates for failed deliveries, fewer WISMO queries and an overall better post-purchase experience.

Kapiva

Ameve Sharma

Founder