GoKwik is one of India’s largest e-commerce technology companies, working with brands including Mamaearth, boAt and Pepe Jeans. Its products cover checkout, shipping, returns, ads and customer engagement, reaching a shopper network of over 100 million.
Every merchant GoKwik supports gets a WhatsApp group with their customer success team inside it, and that group is where the account gets run day to day.
With Periskope, each GoKwik team works its merchant groups from its own number, with a ticket behind every request.
Multi-number WhatsApp Inbox: Customer success, sales and operations each get their own number, with individual access for team members through one workspace.
WhatsApp Group Management: Every merchant group sits in the same place, so a handover from sales to customer success leaves the conversation exactly where it is.
Tasks and Tickets on WhatsApp: Merchant requests become tickets with an owner and a status, and automation rules raise one automatically for the messages that always need it.
AI message flagging: Urgent merchant messages get surfaced so they do not sit unread in a busy group.
Analytics: First-time resolution and response times, tracked across every merchant group.
Customer success picks up a merchant group from sales with the full conversation already in it, so nothing gets re-explained to the merchant.
Merchant requests sit in a ticket queue with an owner and a status, instead of living as messages someone has to remember.
Teams track first-time resolution and response times across merchant groups, so service levels get measured rather than assumed.
What started as a way to see inside merchant groups is now how GoKwik’s customer success, sales and operations teams run their accounts.
