Case Study: Pepperfry improves customer support and CSAT with Haptik

Pepperfry amplifies Customer Experience using Pep, an AI-powered chatbot

Pepperfry, the online furniture and home decor marketplace in India, saw rapid customer growth that overwhelmed its existing helpline and email support. To handle rising expectations for instant answers, reduce call center dependence, and offer 24/7 support, Pepperfry partnered with Haptik to deploy an AI-powered chatbot for customer engagement.

Haptik built “PEP,” an Intelligent Virtual Assistant available on Pepperfry’s website, Android, and iOS apps to handle common queries like order tracking, cancellations, refund status, and invoice requests, while also supporting callback ticket creation and promotions. The solution handled 100K conversations, achieved 60% CSAT, and kept agent handover at 20%, helping Pepperfry improve response times, streamline support, and enhance customer satisfaction.

Pepperfry

Ketan Kahandal

Assistant Manager