Kurl-on, India’s most trusted mattress and sleep solution brand, has served millions of urban and semi-urban clients. Kurl-on wanted to strengthen post-purchase assistance and promotional engagement with growing online orders, offline retail partnerships, and real-time consumer interaction. The brand implemented a scalable WhatsApp automation solution with Recro Media to achieve this. The conversational WhatsApp journey Recro Media created for Kurl-on enabled many use cases across the client lifetime. Automation simplified and personalised customer experiences with shipping updates, product care suggestions, warranty registration, and in-store incentives. WhatsApp was used for limited-time discounts, festival marketing, and feedback gathering, eliminating human interaction and boosting consistency.
Key Results:
- 2x faster responsiveness to order and service enquiries
- 30 percent higher post-purchase satisfaction
- 45% more seasonal advertising and promotion interaction
- Significant decrease in warranty and return manual support requests
Kurl-on used WhatsApp automation to improve engagement, operational efficiency, and customer relationships, especially during high-volume retail periods and product launches, by streamlining service communication and making it easier for customers to stay informed.