Agents
Resolutions Per Month
Conversations Handled in 3 Months
Ghorer Bazar, a leading ecommerce business in Bangladesh, faced a major challenge: as customer demand grew rapidly, the company struggled to manage high volumes of customer conversations across multiple channels.
Customers were reaching out not only for support but also to inquire about products, receive recommendations, and complete purchases. Delays in response were leading to missed sales opportunities and affecting overall customer satisfaction.
To address this, Ghorer Bazar partnered with REVE Chat to implement a scalable communication platform that could handle both sales and support conversations efficiently, without compromising speed or service quality.
Founded to make home and lifestyle products easily accessible, Ghorer Bazar is a fast-growing ecommerce company serving hundreds of thousands of customers across Bangladesh.
The company is committed to delivering high-quality products and a seamless shopping experience. With growth came increasing customer interactions, creating a need for a robust, scalable communication platform to manage inquiries across web chat, WhatsApp, and other channels.
As Ghorer Bazar’s operations grew, the company began serving several hundreds of thousands of customers each month, resulting in a massive increase in conversations across its website and messaging channels.
While Ghorer Bazar already had a customer communication solution, it could not handle the scale or volume of conversations. Agents struggled to respond to high volumes of inquiries, and many customers abandoned conversations before receiving help, resulting in missed sales opportunities and lost revenue.
Ghorer Bazar's conversation volume is increasing rapidly, making it harder to resolve all queries with a scalable solution.
Conversations from different channels meant agents had to go to multiple windows to address customer questions
Ghorer Bazar's previous system were struggling to handle the large volume of customers, which resulted in losing out on sales and revenue. Also, the solution lacked deep ecommerce integrations needed for businesses of such scale
Customers were inquiring about products and problems, and a solution was needed to manage both types of queries effectively.
Thousands of customer messages arrived daily, including support requests and high-intent buying questions. Responding quickly became a major operational challenge.
Conversations were scattered across the website, WhatsApp, and other platforms. Agents had to switch between tools, slowing response times and creating inefficiencies.
The existing system lacked the capabilities to guide customers through product discovery, recommendations, and checkout within the chat, missing sales opportunities untapped.
Customer interactions served a dual purpose: resolving support issues and assisting with purchases. Scaling this process required a platform capable of managing high-volume engagement without slowing response times.
Growing ecommerce businesses need a scalable way to manage customer conversations while turning inquiries into revenue. See how REVE Chat helps businesses manage millions of conversations across chat and messaging channels.
Ghorer Bazar implemented REVE Chat as its unified communication platform. By combining live chat, chatbot automation, WhatsApp messaging, and ecommerce integrations, the platform empowered the company to manage conversations efficiently while supporting both sales and support.
Agents manage all conversations across channels from a single dashboard, improving response speed and maintaining context.
AI chatbots handle routine questions about product details, deliveries, and order tracking, providing instant responses and reducing agent workload.
Agents assist customers with product discovery, recommendations, and checkout directly within WhatsApp conversations, turning inquiries into sales.
Agents access product info, recommend items, and guide customers through checkout seamlessly within chat.
REVE Chat allows voice messaging, media sharing, and file transfers within conversations. Agents can share product images, links, or receive voice messages from customers, making interactions more natural and helping buyers make informed purchase decisions quickly.
Complex issues can be converted into tickets for tracking, assignment, and resolution without losing conversation context.
Within three months of deployment, Ghorer Bazar scaled its conversational sales and support across multiple channels efficiently.
Customer Conversations Managed in 3 Months
Customer Requests Resolved Monthly
Chatbot Sessions Automated
Conversations Handled Daily
Automation and unified inbox management reduced response times, improving customer satisfaction.
Agents guide customers through product discovery and checkout, converting high-intent inquiries into orders.
Centralized conversation management allows agents to handle more interactions while ticketing ensures complex issues are resolved systematically.
Ghorer Bazar plans to further leverage REVE Chat’s automation and messaging capabilities, including AI-powered chatbots and campaigns through WhatsApp and SMS, to strengthen engagement and drive growth.
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