~ClickPost’s NDR resolution workflow would now be integrated with LimeChat’s WhatsApp platform
~This workflow will result in reduced RTO% and shipping costs, better profit margins, and increased customer retention rates for its e-commerce customers
Gurgaon, 17 Oct 2023: ClickPost and LimeChat are delighted to announce an integrated partnership where ClickPost’s NDR (Non-Delivery Response) resolution workflow will now be integrated with LimeChat’s WhatsApp platform. E-commerce businesses can use this workflow that combines ClickPost’s comprehensive shipping and customer experience management services with LimeChat’s conversion-focused WhatsApp platform. It is designed to lower failed delivery rates through automated WhatsApp communication with the buyer.
ClickPost’s earlier NDR resolution workflow for e-commerce businesses redirected customers to another page, usually an order tracking page, resulting in higher customer drop-off rates. The ClickPost-LimeChat partnership enables businesses to collect customer responses from the WhatsApp chat window and act accordingly.
For example, if a delivery has failed due to the wrong address, businesses can send a WhatsApp message requesting a new or corrected address. The customer can respond with the correct address in the chat directly, and the response will be forwarded to the courier partner for the successful completion of delivery. This workflow will result in reduced RTO% and shipping costs, better profit margins, and increased customer retention rates.
Prashant Gupta, Co-Founder, ClickPost commented, “In the initial days, the ClickPost-LimeChat partnership has successfully boosted profitability for e-commerce enterprises by significantly lowering RTO percentages and delivering enhanced customer experiences, thanks to seamless WhatsApp and carrier integrations, and an impressive system integration reliability between ClickPost and LimeChat.”
Aniket Bajpai, Co-Founder, LimeChat added, “NDRs are one of the biggest problems faced in e-commerce today. We are very excited to combine the power of ClickPost’s logistics with our 2-way WhatsApp communication capabilities to build a solution that can create a great buying experience for consumers and a better bottom line for brands.”
Every time a failed delivery occurs, ClickPost pushes an automated communication questionnaire through the LimeChat WhatsApp Bot. The bot then initiates a conversation with the customer to collect information for a successful delivery attempt. Following that, LimeChat captures the customer’s response and pushes them to the ClickPost API. In this way, the courier partner receives the required inputs to complete the delivery.
This integration has recently been leveraged by Kapiva, a D2C ayurvedic wellness brand. Kapiva was able to double the response rate on NDR notifications, resulting in increased delivery reattempts. With an RTO reduction of over 10%, Kapiva successfully refined the customer experience regarding failed deliveries and established a better line of communication with its customers.
About ClickPost
ClickPost empowers e-commerce businesses to provide a better customer experience. It enables access to 300+ courier, WMS, and OMS platforms through a single-point integration. The selection from its extensive carrier library can be optimized using the ML-based recommendation engine. aClickPost operates out of its offices in Delhi, Bangalore, and Mumbai, enabling shipping services to over 200 countries through its carrier networks. It offers real-time tracking updates for all shipments in a single-window, user-friendly dashboard. The platform uses automated communication triggers to resolve failed delivery instances and reduce RTO percentages. It also allows businesses to boost conversions by predicting near-accurate delivery dates on the product listing page. Its native platform includes a Shopify-compatible application for returns management and early COD remittance.
About LimeChat
LimeChat helps e-commerce brands sell, support, and market on WhatsApp. LimeChat is one of the leading providers of WhatsApp commerce in India, working with 300+ leading brands like HUL, ITC, Mamaearth, Wow Skin Science, Neeman’s Shoes, and Snitch.LimeChat has raised $5M in total funding, backed by Stellaris Venture Partners, Pi Ventures, and several marquee angels.LimeChat helps brands reduce CAC, boost retention, and deliver amazing experiences through WhatsApp, making it a major channel of their online revenue. They are known for WhatsApp Ads, GPT-powered chatbots, and 2-way WhatsApp marketing.