Case Study: Fabric Pandit boosts support efficiency and scales orders with DelightChat

How Fabric Pandit Boosted Support while Scaling Orders by 50X

Fabric Pandit, an Indian online brand selling fabrics, masks, and accessories, saw orders rise from 50 to 2,500 and needed a better way to manage growing customer conversations across WhatsApp, Email, Facebook, and Instagram. They were also looking for an easy-to-use helpdesk with built-in Shopify integrations and better visibility into support performance, and chose DelightChat after considering alternatives like Gorgias and Freshdesk.

With DelightChat’s omnichannel support inbox and deep Shopify integration, Fabric Pandit centralized customer queries, accessed order details instantly, used internal collaboration tools, and automated common questions with rules for faster responses. DelightChat also gave the team reporting on key metrics like ticket volume, first response time, and one-touch tickets, helping them set internal benchmarks and improve support efficiency as they scaled to 18,750 monthly tickets.

Fabric Pandit

Utsav Agarwal

Founder