How Kapiva Improved Customer Response by 2x With a Simple Integration - Limechat X ClickPost

ClickPost's Automated Communication flow helps resolve failed deliveries and minimize RTOs

The Problem With Toxic NDRs

Kapiva grappled with a formidable foe. They battled everyday to protect their ops against the relentless tide of non-delivered orders that made their way back home after facing a spate of defeats like - customer not at home, incomplete address and more. Kapiva encountered a communication wasteland when they tried to reach out to their customers. Stuck in the trenches, their inboxes flooded with open queries and annoyed customers, with only one question- "Where is my order?"

NDRs & RTOs were affecting Kapiva's profitability, scalability, and brand perception. Not great for business at all. Kapiva did not buckle under pressure. Instead, they embarked on a mission to revolutionize their approach through strategic tech implementations. They wanted to breathe life into their post-purchase communication channels and improve customer engagement and brand loyalty.

By harnessing the power of innovation and customizable workflows, Kapiva was looking to improve customer response rates and eliminate the much dreaded WISMO queries. What began as a battle for survival turned into a quest for excellence - to exceed customer expectations and nourish customer satisfaction.

Recipe for Success

To detoxify their post-purchase communication flow, Kapiva set clear objectives:

1) Reduce failed deliveries and subsequent RTOs

2) Improve customer response on failed delivery notifications with engaging messages

3) Optimize post-purchase experience with real-time delivery alerts

Delivering Wellness

Kapiva kept their customers updated with personalized order status alerts, return tracking updates, and real-time delivery notifications. Clickpost's API helped Kapiva identify and categorize NDRs in real-time. Partnering with LimeChat, Kapiva implemented automated issue-based communication flows to engage customers and resolve NDRs. Kapiva then relayed the responses to carriers via ClickPost APIs, enabling successful deliveries.

From Chaos to Calm...

Like a superfood smoothie, Kapiva blended visibility and communication, and achieved incredible results. This tech intervention significantly reduced Kapiva's Return to Origin (RTO) rate and enhanced overall delivery success.

Kapiva X ClickPost + LimeChat, successful deliveries start with effective post-purchase communication!

Namaste Kapiva!

Kapiva, founded in 2016 by Ameve Sharma and Shrey Badhani, is a wellness brand committed to offering natural, Ayurvedic products.

Since its inception, Kapiva has focused on providing high-quality products that promote holistic well-being.

Their offerings include herbal supplements, juices, and other health-centric products, all crafted using traditional Ayurvedic principles combined with modern technology.