Case Study: Eureka Forbes enhances customer support on WhatsApp with Haptik

How India’s leading Water Purifying Company offers instant support via WhatsApp

Eureka Forbes, a major health and hygiene brand in India, faced a massive surge in customer inquiries for its water purifiers during the COVID-19 pandemic. Their challenge was to handle this increased volume with a faster, more efficient, and modern approach to customer service to boost engagement and satisfaction. To achieve this, they partnered with vendor Haptik to implement an AI-driven WhatsApp chatbot.

The solution from Haptik was a WhatsApp chatbot that provides 24/7 support, accurately comprehends customer intent, and delivers personalized, contextual resolutions. This significantly reduced customer wait times and improved the overall experience. The measurable results were substantial, with the bot handling over 1.5 million conversations, engaging more than 1 million users, and saving an estimated 200,000 man-hours for the company.

Eureka Forbes

Chetana Kotian

Project Manager