Case Study: Furlenco Streamlines Customer Support with Haptik

Furlenco automates 74% of support conversations with Haptik

Furlenco, a leading Indian online furniture and appliances rental platform, partnered with vendor Haptik to address challenges in its customer support. The company sought to drive instant support, enhance customer experience, improve response times, and reduce dependency on human agents for routine queries.

Haptik implemented an Intelligent Virtual Assistant (IVA) named FUR on Furlenco's website and app. The solution achieved a 74% automation rate by handling routine queries, processed 133.8k conversations, and initiated agent handoff for 23% of complex issues. This resulted in 24/7 support, faster response times, and an enhanced overall customer experience for Furlenco.

Furlenco