MammyBeans – Empowering Homemakers Through WhatsApp Automation

• Industry: FoodTech, Community Commerce
• Platform Vision: Enable homemakers, especially mothers, to earn a sustainable income by sharing their culinary skills, while providing fresh homemade meals to families through a convenient platform.

The Challenge:

MammyBeans faced multiple operational hurdles as they scaled:

• Cumbersome Booking Process: Customers found the existing online ordering system too lengthy and multi-stepped, leading to drop-offs.
• Difficult Customer Support: Reaching out for order changes or support required navigating multiple channels, frustrating users.
• Fragmented Communication: Order management and customer queries were scattered across various platforms, making it difficult to provide a seamless experience.

The Solution:

MammyBeans partnered with MSG91 to revamp their customer experience by leveraging WhatsApp-based automation:

• WhatsApp-Based Chatbot: Deployed the MSG91Bot to manage the entire order process directly within WhatsApp, offering customers an intuitive and familiar interface.
• Product Catalog Integration: Integrated a dynamic meal menu inside the chat, allowing customers to browse daily offerings without leaving WhatsApp.
• Streamlined Booking Flow: Customers could now select meals, quantities, and enter delivery details in a guided, conversational flow—completing orders (including payments via WhatsApp or UPI) in under two minutes.
• Instant Order Updates: Automated notifications acknowledged orders in real time and provided live delivery status, eliminating manual intervention.
• Smart Support & Handoff: The WhatsApp bot addressed FAQs and simple queries, while complex issues were seamlessly routed to MammyBeans' human agents using MSG91’s multi-agent handoff.

The Results:

MammyBeans achieved significant improvements after implementing WhatsApp automation with MSG91:

• Reduced Booking Friction: Booking drop-offs decreased by over 60%, making it easier for customers to place orders.
• Higher Engagement & Retention: Daily user activity on WhatsApp increased, leading to higher repeat order rates.
• Operational Efficiency: Centralized all customer interactions on WhatsApp, streamlining support and order management.
• Stronger Community Connection: Maintained a personal, emotional link between the platform and homemaker-entrepreneurs.

Conclusion:

By adopting MSG91’s WhatsApp automation, MammyBeans successfully transformed their customer journey—making homemade meals just a message away and empowering homemakers to grow their businesses