Case Study: SuprDaily scales WhatsApp support to serve 70,000 customers with Freshworks' Freshchat

How Suprdaily Uses Whatsapp to Deliver Daily Essentials to 70,000 Customers

SuprDaily, a fast‑growing subscription delivery service in India serving 70,000 customers, was struggling to support high-frequency orders via WhatsApp. WhatsApp Business couldn’t handle rising chat volumes, lacked team routing and real‑time metrics, and made it hard to assign or measure support performance. To solve this, SuprDaily evaluated and adopted Freshworks’ Freshchat platform.

Freshworks implemented Freshchat with WhatsApp integration, IntelliAssign for skill‑based routing, and SmartPlugs to surface subscription and profile context in conversations. As a result, SuprDaily scaled from a single‑agent WhatsApp setup to a 50+ agent team handling roughly 4,000 messages per day, improved load balancing and concurrent handling, gained real‑time dashboards for response and CSAT monitoring, and reduced operating costs.

SuprDaily

Varun

Heads the Customer Service