Case Study: Epigamia achieves automated customer support with Verloop.io

Epigamia Eliminates Manual Customer Support System with the help of Conversational AI

Epigamia, a brand of healthy Greek yogurt and snacks, faced a significant challenge managing a high volume of customer queries across its website and social media channels, especially after consumer behavior shifted online during the pandemic. Manually handling 40-50 daily queries led to errors and high operational costs through an external agency. To address this, they partnered with the vendor Verloop.io to implement a conversational AI solution.

Verloop.io provided an automated customer engagement system for WhatsApp and Epigamia's website, enabling 24/7 support fororder tracking, product exploration, and other queries. This solution eliminated the need for the external agency, reducing operational costs. It now automates 76-79% of an average of 800 monthly queries, increased recurrent users by 50%, and improved the positive CSAT score by approximately 70%.

Epigamia

Disha Jaidhara

Creative Excellence and Strategy