B2B SaaS conversational commerce platform operating across India and SEA
Multi-channel buyer conversations were fragmented across WhatsApp, Instagram and email with no shared context. Response times stretched to hours and hot leads went cold before a rep replied.
Mapped every buyer intent (enquire, demo, onboarding, support, winback) as a workflow with entry points, fallbacks and human-handoff rules.
Wired five channels through Todook with one shared contact record and event log per buyer.
Qualification bot scored leads against BANT and routed hot ones to reps with full transcript - cold ones dropped into nurture journeys.
Lifecycle journeys built for cart recovery, appointment reminders, order updates and re-engagement - scheduled across channels.
Monthly dashboard on incoming channel, language, path taken, drop-off step and conversion rate; workflows tuned on the data.
Personalised journeys with scheduled reminders lifted conversion by 42% inside three months. Total customer communications volume grew 24% without additional headcount, and first-response time collapsed from hours to under a minute.