Kapiva adopts WhatsApp to offer Ayurveda as a holistic solution and drive commerce

Kapiva faced several challenges in its efforts to promote Ayurveda as a holistic solution online. One of their biggest hurdles was finding the right channels to reach their target audience. They knew that their customers were looking for easy discoverability, product recommendations, and knowledge, and had diverse questions and clarifications before they decide to buy something.

1. A large portion of Kapiva customer base was not receiving the content needed to make informed decisions.
2. Kapiva was constantly on the lookout for channels that could help them effectively reach their target audience and deliver personalized content.
3. Kapiva also wanted to promote personalized consultations with Ayurvedic doctors and assist customers in customizing their wellness routines with products tailored to their specific needs.

Then, in stepped LimeChat.

Kapiva had a clear goal in mind when they partnered with LimeChat — to leverage the power of conversational commerce on WhatsApp.

• Reach customers on the channel where they were most active and engaged
• Provide a consultative experience without the need for a large team of agents
• Generate more leads and appointments for consultations with Ayurvedic health coaches

Kapiva leverages LimeChat to make Ayurveda more personalized and drive over 10L in WhatsApp revenue

1. Get more customers to start a conversation through the WhatsApp widget

To encourage customers to start a conversation, the first step is to remove any barriers between them and the chat. This is accomplished by placing the WhatsApp widget on the Kapiva website's home, category, and product pages. A single click takes users to WhatsApp.

2. A consultative experience on chat through an AI-powered Health assistant

Kapiva gave a personality to their bot by naming it “Ayush” which instills confidence in the customer that the AI Health assistant can give expert recommendations for their health concerns.

With Ayush, customers can have a virtual consultation experience that feels human, as the AI assistant asks follow-up questions to truly understand the customer's needs, before recommending a product.

The messages are written in a highly consultative and personalized fashion, helping build an intimate rapport with the customer. The product cards have multimedia, buttons, and short descriptions to drive engagement.

If high-intent customers drop off without completing the purchase, they are re-targeted and engaged on the chat itself!

3. A seamless journey from product pages to help buyers make quick decisions

Around 78% of customers with a buying intent come to WhatsApp from the product pages. The AI bot gives specific details about that particular product, answers nagging concerns, and moves the customer to the next step of the buying funnel.

4. Generate high-intent leads who are keen on improving their health

LimeChat’s seamless consultation flows enable Kapiva to capture and onboard high-intent leads. The deep integration of LimeChat with Salesforce and Kapture makes it easy to pass the leads to Kapiva’s health consultation team.

customers' most common and repetitive questionsThe health coaches call the customers, provide them with tailored consultations, and encourage them to start their journey toward better health. The team has seen a high conversion rate with this personalized outreach approach.

5. Automate support queries and delight customers with quick resolution

The team at Kapiva leverages the pre-built automation flows to answer customers' most common and repetitive questions.

LimeChat helped Kapiva achieve all the goals they had set out for — an easy channel for customers to engage with their brand, a seamless consultative experience on chat, and improved lead generation efforts. All of this while maintaining the human touch that sets Ayurveda apart from other wellness practices and ensuring Kapiva's brand values are communicated effectively.

And it wasn’t just that: all of these efforts led to direct (through consultative buying journey) and indirect (through consultation bookings) commerce, helping them increase their revenue.

With LimeChat, Kapiva has seen the following results:

• ~80% of customer conversations automated
• 10L revenue generated through WhatsApp per month
• 3K high-intent leads generated in 30 days

Kapiva's experience with LimeChat demonstrates how WhatsApp and conversational commerce can be powerful tools for delivering a good customer experience online. Their success is a shining example of how businesses can leverage new technologies to engage with customers in more meaningful ways and drive growth.