161 Case Studies
Case Study: Superbottoms educates parents and scales customer support with WhatsApp Business
A WhatsApp Case Study
Superbottoms - Customer Case Study
Superbottoms, founded by Pallavi Utagi in 2016, set out to make high-performance cloth diapers more accessible in India after discovering that convenient options were either unavailable or too expensive. A key challenge was educating parents about cloth diapering, encouraging post-purchase usage, and providing ongoing support. Superbottoms turned to WhatsApp, using the WhatsApp Business app to communicate with customers and even run India’s first cloth diaper helpline on WhatsApp.
With WhatsApp Business, Superbottoms uses greeting and away messages, quick replies, and WhatsApp-based customer service across nearly every stage of the customer lifecycle. The vendor helped the company scale support to about 150–180 queries per day, rising to 200+ on busy days, while growing into a 25+ employee operation serving 50,000 parents. WhatsApp also supports their mom-led retail networking channel, helping mothers work from home and act as brand ambassadors.
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Superbottoms
Pallavi Utagi
Superbottoms