01The Challenge
Despite steady demand, the business faced operational friction that impacted conversions and support load:
High checkout drop-outs (visit-to-sale leakage)
Too many inbound calls for order enquiry and order status
Heavy DM/WhatsApp communication overhead causing delays and missed follow-ups
Slow payment gateway and checkout flow
Missed orders and higher COD returns
02Goals & Metrics
- Improve the checkout flow and increase visit-to-sale conversion
- Automate order confirmation and enable customers to track orders easily
- Reduce COD returns and improve order flow reliability
- Enable stock management and cleaner order insights for decision-making
03Our Strategy
- Improve website navigation and checkout experience, including Razorpay Magic Checkout integration
- Set up WhatsApp API automation + delivery partner API integration for real-time order updates
- Shift the mix toward prepaid offers and add AI call confirmation for COD orders
- Enable stock management rules and a purchase limit system to reduce order issues
04Execution
01Checkout & Payment Experience
- Improved website flow and navigation to reduce friction before checkout
- Implemented Razorpay Magic Checkout to streamline payment and completion
02WhatsApp Automation + Order Tracking
- Implemented WhatsApp API automation for:
- Order confirmation
- Status updates
- Customer self-serve tracking links
- Integrated delivery partner tracking so customers could check updates without calling support
03COD Controls + Prepaid Push
- Introduced prepaid-first offers to improve payment completion and reduce COD dependency
- Added AI call confirmation for COD to reduce fake/unreachable orders and returns
04Stock & Order Insights
- Enabled stock management and a purchase limit system to prevent overselling and missed orders
- Improved reporting for order and fulfilment visibility (used for weekly review and fixes)
05Results
- 25% improvement in checkout-to-sales conversion
- 15% sales conversion from abandoned checkout recovery
- Fewer “problem calls” (order status and enquiry calls reduced)
- Customers found it easier to access products and track orders, improving the overall purchase experience
06Proof Gallery
A selection of proof points from the engagement: reports, rankings and lead tracking shared with the client.
Key takeaway
This project reduced friction in the two areas that were costing sales and time: checkout completion and post-order support.
