Case Study: Chaayos achieves 20-22% uplift in repeat purchases with WebEngage

How Chaayos Is Building a Profitable Business Using Marketing Automation

Chaayos, a fast-growing chai café chain founded in 2012 with 50+ outlets across Delhi‑NCR, Chandigarh and Mumbai, wanted to boost profitability by improving customer retention. They faced fragmented POS data, limited user insights and the challenge of running productive, personalized marketing campaigns to raise repeat purchase rates, increase purchase frequency, win back lapsed customers and use feedback to improve the experience.

Using WebEngage’s Journey Designer, Chaayos launched cross‑channel automated journeys and a “LoyalTea” program to organize data, personalize outreach and trigger contextual messages (repeat‑order nudges, win‑back flows and post‑order NPS surveys). Results included repeat‑order conversions rising to ~38% (versus a 9–10% control), a ~301% uplift for engaged users, a 30% increase in order frequency, reactivation of 9–10% of dormant users (vs 3.9% control, a 154% uplift), and an NPS around 45 — driving an overall 20–22% uplift in repeat purchases.

Chaayos

Abhishek Bhukker

Customer Lifecycle Manager