Case Study: Nykaa.com achieves 1.6M unique conversations in 30 days with Verloop.io

Nykaa - Handling 1.6 Million Unique Conversations in Just the First 30 Days of Using Verloop.io

Nykaa.com, a leading beauty and fashion marketplace, was handling massive support volumes via emails and query forms that consumed over 32,000 staff hours per month. To give customers faster self-service for repeatable requests like cancellations, returns, shipping, refunds and payments, Nykaa.com implemented Verloop.io’s conversational AI/chatbot platform to automate routine support and improve customer experience.

With Verloop.io, Nykaa.com deployed bot-qualified flows, chat threads and integrations with ticketing/CRM systems and added a “Beauty Advice” button for personalized expert recommendations. The Verloop.io solution drove measurable impact: 1.6 million unique conversations in the first 30 days, 6M+ total chats handled, a 64.21% bot deflection rate, ~2.2× increase in customer engagement and over 90% favorable bot ratings — significantly reducing agent workload and speeding conflict resolution.

Nykaa.com