Case Study: an Indian commerce solutions company reduces customer support turnaround time with Gupshup Conversational Messaging

Gupshup helped an Indian commerce solutions company in decreasing customer support turnaround time

An Indian commerce solutions company faced a significant challenge with its customer support, as live agents were overwhelmed by up to 400 daily chats during peak traffic. This resulted in long ticket queues and negative feedback. To address this, the company partnered with Gupshup to implement a solution for more efficient query handling.

Gupshup's solution involved building a smart WhatsApp chatbot with a Multi Agent Dashboard. This automation, utilizing HSM and two-way communication, offloaded routine queries from agents. The implementation by Gupshup marginally decreased customer support turnaround time, reduced agent workload, and positively enhanced the company's overall brand reputation.