In today’s fast-paced digital age, offering exceptional customer service isn't just a competitive advantage—it's a necessity. For traditional businesses like Laxmi Narain Jai Gopal (LNJG), a reputed Indian sweets and snacks brand with a rich legacy, adapting to digital platforms was a critical step toward engaging modern consumers. Their partnership with WebMaxy WhatsApp Commerce brought a revolutionary transformation in their customer service experience.
This case study explores how LNJG enhanced their operations and elevated customer satisfaction using WhatsApp Chatbot, WhatsApp Store, Bulk WhatsApp Marketing, and automated WhatsApp Campaigns through WebMaxy’s innovative solutions.
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The Challenge
Laxmi Narain Jai Gopal has long been known for its traditional sweets, snacks, and festive hampers. While their in-store customer service was exceptional, the brand faced challenges in extending the same personalized experience to digital and remote customers.
These included:
- Slow response times to online queries
- Inability to manage large volumes of customer interactions efficiently
- Limited digital storefront and ordering options
- Difficulty in sending promotional messages to a large audience
They needed a powerful yet simple-to-use platform that could streamline their customer communications and enable online selling while maintaining their brand's personalized touch.
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The Solution: WebMaxy WhatsApp Commerce
Laxmi Narain Jai Gopal partnered with WebMaxy WhatsApp Commerce to integrate advanced customer engagement solutions into their business.
Here's how they leveraged WebMaxy's tools:
- WhatsApp Chatbot for Instant Support
LNJG implemented a 24/7 WhatsApp Chatbot to handle customer inquiries across various categories such as product availability, store locations, order status, and festive hamper details.
This enabled them to:
- Instantly respond to repetitive customer queries
- Offer multilingual support for regional customers
- Route complex queries to human agents seamlessly
- Ensure 24/7 availability during festive rush hours
Impact:
The chatbot reduced manual workload by over 60% and improved response times from hours to seconds. Customers could now get instant answers, place orders, or make custom requests with just a few taps.
- Launching the WhatsApp Store
LNJG launched a dedicated WhatsApp Store powered by WebMaxy, showcasing their entire product catalog—from laddoos and barfis to dry fruit hampers.
Key features included:
- Easy-to-browse product catalog with images, pricing, and descriptions
- One-click ordering with built-in checkout support
- Inventory updates in real-time
- Secure payment integrations
Impact:
This drastically improved the online shopping experience, especially for customers who preferred ordering via WhatsApp over browsing a website. Orders increased by 45% within the first three months of the store launch.
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- Bulk WhatsApp Marketing for Promotions
LNJG needed to reach out to thousands of loyal and potential customers during key festive seasons like Diwali, Raksha Bandhan, and Holi. Using Bulk WhatsApp Marketing, they sent personalized messages with rich media (images, offers, videos) to their audience.
Highlights of their strategy:
- Segmented customer lists based on location and purchase history
- Personalized messages with festive greetings and discounts
- Automated scheduling for campaign messages
- Real-time tracking of open and response rates
Impact:
Compared to traditional SMS and email marketing, WhatsApp messages had a 95% open rate and 4x better engagement. Festive sales increased by 60% due to the timely promotional outreach.
- Running Automated WhatsApp Campaigns
With WebMaxy’s WhatsApp Campaign feature, LNJG ran targeted campaigns throughout the year. These campaigns included:
- New product launches (e.g., special Modak for Ganesh Chaturthi)
- Limited-time offers and combo packs
- Cart abandonment reminders
- Feedback collection post-delivery
The campaigns were automated based on customer behavior and preferences, allowing LNJG to nurture relationships and encourage repeat purchases.
Impact:
These automated campaigns reduced manual follow-ups and created consistent touchpoints, increasing customer retention by 35%.
Results in Numbers
After 6 months of using WebMaxy WhatsApp Commerce, Laxmi Narain Jai Gopal experienced measurable improvements:
- 📈 45% increase in WhatsApp-based orders
- ⏱️ 60% reduction in average customer query resolution time
- 💬 4x engagement rate through WhatsApp compared to email
- 📢 60% boost in festive campaign-driven sales
- 💰 35% increase in repeat purchases via automation
Why WebMaxy Was the Right Choice for LNJG
Laxmi Narain Jai Gopal chose WebMaxy because of its:
- Seamless integration with WhatsApp Business API
- User-friendly dashboard for managing chats, orders, and campaigns
- Advanced automation to handle both marketing and support effortlessly
- Personalization capabilities to maintain their traditional customer-first approach
The intuitive platform allowed their team to focus more on what they do best—making sweets—while WebMaxy took care of the tech-heavy lifting.
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Final Thoughts
Through its partnership with WebMaxy WhatsApp Commerce, Laxmi Narain Jai Gopal transformed its traditional business into a digitally agile brand without losing its cultural roots. By utilizing tools like the WhatsApp Chatbot, WhatsApp Store, Bulk WhatsApp Marketing, and WhatsApp Campaigns, they successfully modernized their customer service and scaled their sales effortlessly.
This case study highlights how even legacy businesses can thrive in the digital era with the right technology partners.
Ready to revolutionize your customer experience like LNJG? Try WebMaxy WhatsApp Commerce today and take your business to the next level.
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