Candere x LimeChat: Powering Omnichannel Growth & Retail Conversions with AI Automation

Candere, a digitally-led luxury jewellery brand and part of Kalyan Jewellers, aimed to elevate customer engagement across their omnichannel channels. As part of their omnichannel growth strategy, Candere partnered with LimeChat to streamline customer engagement, drive retail footfall, and build intelligent automations at scale.

This success was made possible through close collaboration with Sachin Suryawanshi (AVP, Omnichannel & Digital Marketing at Kalyan Jewellers), who played a pivotal role in shaping the roadmap, aligning business goals, and driving adoption across teams.

What We’ve Achieved Together

1. 90%+ AI Automation on 30K+ Monthly Tickets
   • Deployed AI Bot on Web and WhatsApp
   • Supports complex jewellery use cases, including refunds, cancellations, and product inquiries
   • Acts as a Virtual Shopping Assistant
2. Increased Retail Footfall via Click-to-WhatsApp Campaigns
   • Multiple CTWA flows focused on in-store visits in Mumbai
   • Achieved a 5% increase in qualified leads
3. CRM + Salesforce Integration for Lead Management
   • Sales team manages leads via LimeChat’s native CRM
   • High-intent leads are automatically routed to Salesforce
4. Custom Real-Time Integrations
   • Klevu-powered product search is built into the bot
   • APIs for:
     • Real-time Gold Rate
     • Refunds & Cancellations
     • Internal store notifications to inform team members in real time
5. Scaleable WhatsApp Campaigns with WebEngage
   • Outbound campaigns executed using LimeChat x WebEngage
   • Drives acquisition, lead nurturing, and promotions across the funnel

Customer Support Automation at Scale

Challenge

Candere handles over 30,000 queries every month—from gold rate checks and refund requests to detailed product inquiries. Delivering instant responses while maintaining their premium customer experience was becoming increasingly challenging.

Solution

Enter Alia, Candere’s new virtual shopping assistant powered by LimeChat’s Level 3 AI—deployed across both Web and WhatsApp. Alia is designed to simulate the experience a customer would receive in-store: fast, personalised, and knowledgeable.

Enhancements

• Conversational product discovery via Klevu-powered search
• Custom-built APIs for:
  • Real-time Gold Rate updates
  • Instant Order Cancellations
  • Smooth, automated Refund Requests‍

Impact

• Over 90% of monthly queries automated, massively reducing agent workload
• Faster resolution and better CSAT scores, while keeping the tone and experience premium

Driving Retail Footfall with Click-to-WhatsApp Campaigns

Challenge

As Candere grew its retail presence, the key challenge was clear: How do we bring high-intent digital users into physical stores, trackably?

Solution

Candere launched multiple CTWA (Click-to-WhatsApp Ads) through LimeChat, focused on converting digital interest into physical footfall.

• Targeted campaigns for Mumbai retail stores
• Automated bot flows that qualify users and guide them to in-store visits

Impact

• 5% uplift in lead generation for physical store visits

CRM-Driven Sales Enablement

Challenge

Once a lead enters the funnel, how do you ensure high-intent leads are managed and converted efficiently by the sales team?

Solution

Candere’s sales team uses LimeChat’s native CRM to track, follow up, and close deals directly from the chat interface.

To take it a step further, LimeChat built an integration to push high-intent leads into Salesforce, ensuring the sales team never misses a moment.

Impact

• Accelerated conversion from chat to sale
• Better lead lifecycle visibility for the sales team

WhatsApp Campaigns at Scale via WebEngage Integration

Challenge

Execute large volumes of WhatsApp marketing campaigns in a compliant and scalable manner.

Solution

Candere utilizes LimeChat to execute WhatsApp campaigns via a deep integration with WebEngage. These campaigns span the full funnel.

Impact

• Higher open and conversion rates
• End-to-end campaign visibility across WhatsApp and WebEngage

Conclusion

By combining conversational AI, campaign automation, CRM workflows, and real-time retail integrations, LimeChat has become a strategic partner in Candere’s customer experience transformation.

This partnership was strengthened by our collaboration with Sachin Suryawanshi, whose leadership and vision ensured smooth adoption and measurable business impact. From driving store footfall to resolving complex jewellery queries, Candere is now future-ready with a full-stack AI solution built for enterprise scale.