Zoop Reignites Jio Haptik Collaboration to Streamline Online Food Ordering for 4.5x ROI

Overview

Supplementing its railway food service, Zoop entered the bustling online food ordering business, a sector with a projected annual growth rate of ~19% between FY2025-32. Reigniting its collaboration with Jio Haptik, Zoop’s trusted partner for the WhatsApp commerce solution for railway passengers, the food aggregator wanted to simplify online food ordering and delivery, offering personalized chat-based recommendations, and providing real-time support at scale. Zoop is authorized by the Indian Railway Catering and Tourism Corporation (IRCTC) and serves pre-booked meals at 150+ railway stations.

240k
Conversations handled by bot
18%
Increase in MoM orders
4.5x
ROI

Challenge

Zoop wanted an end-to-end solution that efficiently handles bulk online orders with reduced human dependency. Keeping customers engaged with custom recommendations and post-purchase offers was also a key priority for Zoop.

 

  • Streamlining the food ordering process, tracking order status, and sending fast and accurate responses were Zoop’s key requirements.

  • It sought a conversational solution that involved a human-like experience, mirroring the way restaurants engage and recommend food items to their guests.

  • Zoop wanted the solution to be cost-effective and lighten the load on human agents, ensuring they only had to tackle complex queries.

Solution

Partnering with Jio Haptik, Zoop implemented a conversational chatbot integrated on the WhatsApp Business API to serve a large online audience. The solution enabled Zoop to engage customers throughout their journey (pre-purchase, purchase, and post-purchase) and scale orders and deliveries. 

 

  • With an end-to-end automation rate of 82%, the WhatsApp chatbot helps with seamless order placement, tracking, and efficient query resolution.

  • The WhatsApp notifications engine triggers festive offers and discounts, directly boosting online orders, which have grown 18% MoM. The chatbot simplifies feedback collection for operational efficiency and higher customer satisfaction.

  • With the integration of menu catalogs and recommendations, Zoop significantly improved its conversion rate through secure transactions, ultimately achieving an impressive 4.5x ROI.

PLATFORM
WhatsApp
USE-CASES
Order Food, Track Order, Cancel Order, Raise a Complaint

At Zoop, we pride ourselves on our customer-centric approach, enabled by the power of AI and WhatsApp. We wanted to simplify the customer journey for food orders, tracking, and support. Jio Haptik has been instrumental in helping us bring our vision to life, growing our orders by 18% MoM. The comprehensive solution has further amplified engagement through personalized notifications and recommendations, made support more efficient, and helped collect feedback with ease. We’re excited to drive innovation and convenience for our customers.

Puneet Sharma
Puneet Sharma

Founder, Zoop

End Results

The case study highlights the transformative potential of AI and WhatsApp in handling chat-based food orders with recommendations, offering real-time tracking and query resolution, and minimizing agent dependency. The implementation allowed Zoop to not only scale the volume of orders but also reinforce its operational efficacy for higher customer satisfaction. The end-to-end encryption of WhatsApp. Zoop is currently in talks with merging with Ixigo and Confirmtkt.