Case Study: Grofers achieves 75% customer support automation in under 48 hours with Haptik

How Haptik Automated Grofers’ Customer Support in Less Than 48 Hours

Grofers, a low-price online supermarket operating in 13 cities, faced a looming spike in customer queries ahead of a major Mega Sale and could not feasibly scale support staff for the short period. Grofers engaged Haptik to provide SUPPORT BOTS and asked for a chatbot solution ready in less than 48 hours to automate customer support during the sale.

Haptik built and deployed an integrated Support Bot in two days using its bot-builder templates and analytics-driven retraining, handling top queries like sale details and cashback redemption. During the 10-day sale the Haptik bot managed 75% automation, processed 70,000+ conversations, routed the remainder to six human agents via live chat, and delivered significant man‑hour savings for Grofers.

Grofers

Suneet Gupta

Vice President of Customer Experience