The molded manufacturer seeks new CX metrics to make the organization more valuable.

Disclaimer: The views expressed in this article are those of the author and do not necessarily reflect the views of the Economic Times – ET Edge Insights, its management, or its members

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The molded manufacturer seeks new CX metrics to make the organization more valuable.

Delivering a superior experience to customers is a powerful – arguably the most powerful – differentiator that a business can deploy.

Molded furniture manufacturer Nikamal partnered with Jio Haptik Technologies, a conversational commerce company, to enable a consistent brand experience for its customers on WhatsApp and website.

Nilkamal started operations in 1981 within a rented premise in Mumbai. Today it has diversified from manufacturing plastic buckets to material handling, furniture, mattresses, and packaging businesses.

In the first phase of the launch, Nilkamal’s capabilities will allow it to resolve frequently asked customer queries and reduce the dependency on support agents. This will help the company to optimize manpower capacity planning.

“We have enhanced customer experience by ensuring our customers are able to access round-the-clock support to address their key concerns, track order and refund status, and explore our products. Haptik’s WhatsApp and website chatbots help us drive conversations with a human touch,” Abhishek Pathak, Head of Customer Success at Nilkamal said in a media statement.

The bot has been designed to make commerce through conversations a matter of intuition and use Haptik’s Product Discovery, Smart Agent Chat and Feedback features to achieve this.

Aakrit Vaish, Haptik Co-founder, and CEO, said, “The Haptik-Nilkamal partnership brings forth robust solutions driven by our intuitive bots to streamline customer experience, optimize support agent performance and ultimately achieve customer satisfaction.”

 

Disclaimer: The views expressed in this article are those of the author and do not necessarily reflect the views of the Economic Times – ET Edge Insights, its management, or its members