Astral Pipes Improves its CSAT Score with Conversational AI Support
Customer Company Size
Large Corporate
Region
- Asia
Country
- India
Product
- Verloop.io
- Astral Pipes
Tech Stack
- Conversational AI
- Omnichannel Support
- Multilingual Support
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
- Analytics & Modeling - Real Time Analytics
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Astral Pipes is a pioneering pipe manufacturer in India, renowned for its innovative approach and trend-setting contributions to the piping industry. Established in 1998 as Astral Poly Technik Limited, it evolved into the well-known entity, Astral Pipes. The brand distinguishes itself through unwavering commitment to quality and consistently surpassing consumer expectations. With a trailblazing spirit, Astral has introduced cutting-edge piping technologies, driving innovation across its product lines and solidifying its position as a market leader. Some of the remarkable milestones achieved by Astral Pipes include: First NSF approval for CPVC piping in India, unveiling India’s inaugural domestic CPVC piping system, pioneering the debut of CPVC piping systems in India, first lead-free uPVC piping system in India, and presenting comprehensive ranges of industrial valves, Drain Pro, Multi Pro, and underground SWR. With state-of-the-art production facilities strategically located across the country, Astral Pipes ensures it caters to diverse geographical and market demands. The company specializes in manufacturing chlorinated polyvinyl chloride (CPVC) and unplasticised polyvinyl chloride (uPVC) piping solutions, setting the standard for quality and innovation in the industry.
The Challenge
Given the nation’s heightened emphasis on elevating infrastructure standards, Astral Pipes experienced a substantial surge in inquiries regarding their product range. Additionally, managing customer complaints through their existing support framework proved to be less effective as it put a lot of pressure on their support team. In parallel, the company also witnessed a notable uptick in dealership inquiries, with numerous high-profile investors expressing keen interest in aligning with Astral esteemed partners. This surge in interest marked a pivotal moment for Astral, signaling a growing recognition of the brand’s excellence and potential for prosperous collaborations. But this also meant Astral Pipes needed to find a better mode of support system to tackle all the incoming inquiries.
The Solution
With the help of Verloop.io, Astral launched an omnichannel and multilingual customer support system in May 2022 on the following channels: Website, WhatsApp, Facebook, and Instagram. The Conversational AI was launched in two languages: English and Hindi. The conversational AI solution is tailored to collect essential customer information, specifically names and phone numbers. This data enables the designated agents from the relevant department to promptly address customer inquiries and provide timely resolutions. The most frequent queries were divided into the following categories: Product Enquiry, Dealership Enquiry, ALP-Related Enquiry, Job Opening Details, Customer Complaint, Request a Callback, and Change language. The option to select a language is offered at the start of the conversation, but users can also do that in the middle of the conversation on the main menu page.
Operational Impact
Quantitative Benefit
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