How P-Tal Achieved 2X Revenue Growth with LimeChat x WebEngage

P-Tal, short for Punjab Thathera Art Legacy, is a brand on a mission to revive India’s only UNESCO-listed craft form—Thathera craftsmanship from Amritsar, Punjab. Co-founded by Aditya Agrawal (CEO), Kirti Goel (COO), and Gaurav Garg (CPO), P-Tal transforms traditional metal art into contemporary products like handcrafted brass, copper, and kansa kitchenware, cookware, and home decor.

The Challenge

As P-Tal’s business expanded, so did its operational challenges, particularly around customer conversions, support efficiency, and personalized engagement. Key issues included:

1. High Cart Abandonment Rates

• Abandoned checkouts were a frequent issue across the entire product range, especially at checkout.
• One-way WhatsApp reminders were insufficient in re-engaging customers.

2. Increasing Customer Support Load

• P-Tal faced an influx of complex customer queries due to its unique product range, such as:
  • “How do I maintain a copper bottle?”
  • “Can I boil milk in this brass container?”
• The growing volume of inquiries made it challenging to maintain response quality and timeliness.

The Solution: LimeChat x WebEngage

To address the challenge of abandoned checkouts, LimeChat partnered with WebEngage, P-Tal’s customer data platform (CDP), to implement a comprehensive WhatsApp strategy focused on improving conversions.

1. Turning Abandoned Checkouts into Revenue

• Aditya Agrawal (CEO) and Sushant (Director of E-commerce) identified abandoned checkouts as a key revenue leakage point and sought a personalized approach to recover lost revenue

What LimeChat x WebEngage Delivered:

• WebEngage designed an omnichannel abandoned checkout journey, with triggers sent to LimeChat

• LimeChat created  2-way, conversational WhatsApp flows with dynamic personalization, tailored to the items in customers' carts.

Outcome:

• A 2.13X increase in abandoned checkout revenue during the OND’24 (October–December) quarter, compared to the (April-June) quarter.

2. Scaling Customer Support with Gen AI

• With rising customer inquiries, Kirti Goel (COO) sought a scalable solution to maintain P-Tal’s customer-first approach.

What LimeChat Delivered:

• A Gen AI-powered bot was implemented to manage pre- and post-purchase queries efficiently. LimeChat ensured the bot could address nuanced questions, such as product maintenance and usage, with accuracy and personalization.
• The Customer Success Team fine-tuned the bot’s responses based on ongoing feedback, ensuring it could answer common queries with minimal human intervention.

Outcome:

• Automation rates reached 90.32% in December
• Bot-driven engagement contributed to a 38% revenue uplift.

The Results

P-Tal successfully tackled its key challenges and achieved significant growth through the LimeChat x WebEngage partnership:

1. 2.13X revenue growth from abandoned checkout recovery.
2. 90% customer support automation, driving faster, high-quality responses.
3. 38% revenue lift from Gen AI-driven personalized engagement.

By leveraging LimeChat’s conversational AI and WebEngage’s omnichannel capabilities, P-Tal transformed its customer engagement strategy and maximized revenue without compromising on quality.