Nobero (ABFRL) turns to WhatsApp to automate support and drive commerce

Key challenges

Nobero faced several challenges as it scaled its business and began to receive over 1500 orders per day. The increase in orders led to a significant surge in customer support queries, which Nobero managed through email, phone calls, and social media chats.

1. There was a large volume of standardized queries related to returns, refunds, and tracking, averaging 450 per day. Under the old setup, the customer support team struggled to manage and respond promptly to customer messages across platforms. This led to delayed response and customer dissatisfaction, which ultimately hurt the brand's image.
2. The sheer volume of these messages meant the Nobero team had less time to reply to more complex queries requiring a personalized conversation.
3. In addition to these issues, Nobero was hesitant to rely on bots as a commerce channel due to perceived limitations in the browsing experience, such as the inability to search, display multiple product images, and showcase multiple products.

Goals

Nobero partnered with LimeChat to streamline its customer support processes and improve response times. This is especially important given the nature of the product, which may require easy returns, refunds, and tracking in case of an undesired fit or a product not matching expectations.

• Automate and centralize customer support to enable faster response times, reduce workload, and improve customer satisfaction.
• Reach customers on the channels where they are most active and engaged.
• Utilize the commerce capabilities of WhatsApp to boost conversions and generate high-purchase intent leads.

The Solution

Nobero uses LimeChat to scale support and boost conversions

‍Shopify-like browsing on WhatsApp, with an advanced and evolved catalog

‍Initially, the Nobero team was hesitant to integrate bots into their sales and commerce strategy. Given the frequent changes in their product lineup (a common occurrence in the apparel industry), the team was concerned about the hassle of manually updating the bot with new SKUs every time a new product was added or discontinued.

For apparel brands, it is important that customers can view products visually, access product descriptions, and select the correct size — the features available on a website.

LimeChat’s advanced and evolved WhatsApp revolutionized the way apparel businesses handle sales and commerce on WhatsApp.

• LimeChat's catalog solves this problem by automating the process of product syncing, ensuring that the inventory is always up-to-date and accurate.
• It also provides an unparalleled customer experience by displaying multiple images and details under each product listing.
• Moreover, LimeChat's seamless product discovery features make it easy for customers to find what they are looking for quickly and efficiently.

Seamless checkout on chat via UPI

‍UPI, being the most preferred payment option, reduces customer drop-offs compared to other complicated payment procedures. Fast and seamless checkout on chat has overall shown better conversion rates.

Hassle-free returns and refunds with automation

‍Return rates for eCommerce fashion and apparel are incredibly high. Nobero itself receives 25% of support requests pertaining to returns. Thus, it is exceedingly important that it has a clear return policy and an easy, seamless return process.

With LimeChat’s deep integration with Return Prime, Nobero automates 80% of all return queries to provide a hassle-free customer experience.

‍Efficient order cancellations

‍The team at Nobero uses pre-built automation flows in LimeChat to handle customers' most repetitive requests. 13% of all queries Nobero receives are for order cancellations. Out of which, LimeChat's support bot automates 5.7% of the queries, reducing the workload on agents.

The Results

After implementing LimeChat, the Nobero team achieved significant improvements in their customer support processes and overall business operations.

Here are the key results:

• 65% Automation of support tickets
• 10% Improvement in CSAT, with faster response times
• A significant decrease in negative feedback and support queries on social media, as customers are able to get their queries resolved quickly and efficiently on WhatsApp.

Although Nobero initially set out to use only post-purchase flows for support automation, the advanced and evolved catalog, as well as the UPI checkout feature, led to an increase in conversion on chat (1.5%) within a very short period of time.

With the LimeChat catalog, automation flows, and powerful integrations, Nobero can focus on what they do best - delivering high-quality fashion and apparel to its customers.

Both the LimeChat and Nobero teams have strong confidence in the commerce capabilities of WhatsApp and have high expectations for even better results in the future.

As Nobero continues to expand and scale month after month, its team is confident in knowing that its customer support is in the best possible hands. They are looking forward to further automating with LimeChat.