One Customer Experience Stack Across Shopify, WhatsApp and Telephony
Two WhatsApp numbers, a Shopify store, a call centre and a social team, unified on one customer profile.
Pre-purchase acquisition and post-purchase service unified on one 360 degree customer record
Bajaao Music Private Limited
India
Zoho CRM Plus implementation with e-commerce, telephony and WhatsApp integration
Phased build across acquisition, support and lifecycle journeys
Client overview
Bajaao Music is a high-volume B2C and B2B e-commerce brand for musical instruments, pro-audio and accessories, with a strong social presence and significant inbound through the website, WhatsApp and phone, plus recurring post-purchase service interactions.
Business challenges
Bajaao sells across a website, marketplaces, WhatsApp and phone, and every one of those channels was landing somewhere different.
- Multiple messaging numbers, one for marketing and another for order updates, with no shared history
- Shopify handling orders in isolation from the customer record
- Ozonetel telephony with no screen-pop or automatic call logging
- Third-party marketing and automation tools running outside the customer data
- Post-purchase service and after-sales queries disconnected from the order that caused them
- No single view to route on, so first response time depended on who picked it up
What they needed
- One profile consolidating identity, communications, social, web behaviour, orders, invoices, tickets and satisfaction scores
- Automatic capture from every inbound channel rather than manual entry
- Channel and topic based routing with SLAs to cut first response time
- Shopify customers, orders and products visible in CRM with reconciliation
- Lifecycle journeys across email and WhatsApp, segmented from CRM data
- Role-based dashboards for sales, marketing, support and management
Our solution
Kelevo built a single customer experience stack on Zoho CRM Plus, unifying pre-purchase acquisition with post-purchase service on one record.
- Unified 360 degree profile — identities, email, WhatsApp and call history, social interactions, web and app behaviour, orders, invoices, tickets and CSAT consolidated onto one record
- Omnichannel lead capture — automatic ingestion from email inboxes, Ozonetel calls with screen-pop and auto-logging, WhatsApp Business through a BSP, website and app forms and APIs, social engagement and ad lead forms
- Intelligent routing and SLAs — channel and topic queues with round-robin distribution across sales, customer service and after-sales, plus reminders and escalation
- Shopify sync — customers, orders and products into CRM with reconciliation dashboards
- Zoho Desk at scale — omnichannel ticketing across email, phone, chat and social escalation, with queue-specific SLAs and business hours, macros, a knowledge base and CSAT on closure
- Lifecycle journeys — welcome series, cart-abandon nudges, win-back and product announcements over email and WhatsApp, segmented from CRM
- Zoho Social — central publishing, listening and DM handling, converting positive engagement into leads and routing negative mentions to Desk
Key features delivered
- Screen-pop on call The agent sees the customer before they speak.
- WhatsApp in the timeline Both numbers landing on one history.
- Shopify reconciliation Orders matched and gaps visible on a dashboard.
- Round-robin queues Routing by channel and topic, with escalation.
- Cart-abandon journeys Triggered nudges over email and WhatsApp.
- CSAT on closure Satisfaction captured against the agent and the queue.
Business impact
360
Degree unified customer profile
6+
Inbound channels ingested
SLA
Driven routing and escalation
CSAT
Captured on every closure
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