GoKwik × Bolna

Wide, high-volume ecommerce conversations that actually convert

Bolna's voice agents helped GoKwik run high-scale customer conversations across cart recovery, surveys, collections, and announcements—answering real questions (COD, discounts, delivery, skin concerns), switching languages mid-call, and sharing WhatsApp checkout links when needed. Calls stayed on-task, with graceful handling of off-topic queries and smooth handoffs only when essential.

Proven Impact in Numbers

Minutes of e-commerce calls completed: 250000
Unique customers had a conversation with Bolna's Voice AI Agent: 400000
Purpose-Focused Agents carried out surveys, recovery, support and more: 1
Concurrent calls to guarantee rapid campaign completion: 150

Learnings and Takeaways

Takeaways That Drive Growth

❓
Resolves Confusion in Real Time.
When customers get stuck with promo codes, COD charges, or checkout forms, the AI explains patiently, switches to the customer's language, and then offers a fresh WhatsApp checkout link, saving the sale.
🔄
Turns Curiosity into Cross-Sell.
Buyers often start with "just one product" but wander into serums, moisturizers, or sunscreen. The AI listens, probes ("Do you want hydration or brightening?"), and then recommends the right add-on, driving higher order values.
❤️
Handles Objections with Empathy, Not Pressure.
From refund anxiety to skepticism about "are you real or AI?", the agent acknowledges, reassures, and gently guides, keeping trust intact and preventing drop-offs.
🎧
Always-On, Always-Polite.
Even in edge cases (calls on hold, interruptions, even rudeness), the AI never loses patience. It waits, repeats calmly, and ensures the user feels heard, something even top call centers struggle to maintain at scale.

Real Interactions

Conversations That Changed the Outcome

See how real interactions between agents and users made the difference in closing deals.

Delivery Code Confusion

Checkout Saved

COD का option लिया था, but form में extra ₹50 दिखा रहा था… code number भी नहीं मिला.

समझ गई, आपको code नहीं मिला इसलिए order अटका. मैं अभी WhatsApp पर नया checkout link भेज रही हूँ, direct COD होगा, बिना किसी code के. क्या भेज दूँ?

हाँ, हाँ दे दीजिए!

Promo Code Frustration

Empathetic Redirect

कल FRESH code काम कर रहा था, आज बार-बार apply करने पर भी नहीं लग रहा.

Thanks for बताने के लिए, कभी-कभी glitch हो जाता है. Products cart में सही add होने चाहिए. अगर फिर भी issue है, मैं आपको GoKwik checkout link भेज सकती हूँ, वहाँ से offer auto-applied होगा. भेजूँ?

हाँ, alternate number दूँ?

ज़रूर, दे दीजिए, मैं उसी पर भेज देती हूँ.

Announcement / Offer

Product Fit

20% है तो ठीक, पर 30-40% मिलेगा क्या? मेरी skin sensitive है.

अभी best live offer 20% ही है; products lightweight हैं, sensitive skin के लिए patch-test की सलाह देता/देती हूँ.

Day/Night routine कैसे रखें, greasy तो नहीं लगेगा?

Routine simple रखिए, face wash → serum → moisturizer (AM/PM), और AM में sunscreen. चाहें तो link भेज दूँ, COD भी available है.

Working with Bolna.ai has been an incredible experience. The team quickly understood our needs and delivered tailor-made solutions on an intuitive, powerful platform. Beyond the tech, it's their approachable and passionate people who make the real difference. I only hope they remain this close to their clients as they scale.

Sid

Director | GoKwik