How Dr. Rashel Boosted Conversions by 30% After Removing WhatsApp

Introduction: From a Vision to a Skincare Powerhouse

Dr. Rashel was founded with a clear mission—to make high-quality, effective, and affordable skincare accessible to everyone. From the beginning, the brand focused on blending science with nature, ensuring that every product catered to the diverse skincare needs of consumers.

Over the years, Dr. Rashel grew into a trusted name in the beauty and wellness industry, aligning itself with the Make in India movement and expanding its presence across offline and online marketplaces. Their commitment to ingredient transparency, dermatologically tested formulations, and innovative personal care solutions won them a loyal customer base.

But as the skincare industry became more saturated and competitive, scaling the brand digitally came with a new set of challenges.

The Challenges: Growth Wasn’t Enough—Conversions Were Key

Despite Dr. Rashel’s widespread recognition, rapid industry expansion, rising competition, and shifting consumer behavior started creating roadblocks. Investing in digital marketing and e-commerce growth was essential, but three major hurdles stood in the way:

1. Customer Acquisition Costs Were Skyrocketing

With skincare being one of the most competitive segments in e-commerce, advertising costs were soaring. Each high-intent keyword was costing thousands in ad spend, making customer acquisition more expensive than ever.

Spending heavily on ads was no longer enough—turning visitors into buyers became the real challenge.

2. Building Trust Was an Uphill Battle

Consumers today obsess over ingredient lists, formulation transparency, and product effectiveness before making a purchase.

Even if a product was scientifically backed, if customers didn’t fully understand its benefits, they wouldn’t buy it. The problem was further amplified by:

• A large portion of their audience preferring regional languages over English.

• The inability to properly educate customers at scale.

• Lack of personalized engagement leading to dropped purchase decisions.

3. WhatsApp Bot Failed Miserably at Handling Queries

Dr. Rashel initially implemented a WhatsApp chatbot to automate customer engagement, but it quickly became clear that it wasn’t solving problems—it was creating more.

• Rigid, menu-based flow: Customers had to navigate through endless predefined options.

• Zero understanding of free-text queries: If someone phrased a question slightly differently, the bot had no clue how to respond.

• No context about ingredients or skincare concerns: Customers had very specific questions about skin types, product compatibility, and results—but the bot couldn’t process them.

• Conversions dropped because users were forced to call support. Instead of closing sales, the bot added more friction to the buying journey.

• WhatsApp bots take customers away from the website. The moment a visitor clicks on the WhatsApp chat button, they are redirected to another platform, disrupting their shopping experience and reducing conversion chances.

The result? Frustrated customers. High RTOs. Zero retention.

It was clear—WhatsApp bot had to go.

The Verifast AI Transformation: Replacing WhatsApp with Intelligence

Dr. Rashel turned to Verifast AI, and the impact was immediate. Instead of a rigid, menu-based bot, they now had an AI-driven, multilingual, free-text conversational assistant that changed everything.

Here’s how Verifast AI revolutionized their customer engagement:

1. Multilingual Support Increased Engagement & Trust

Before Verifast AI, many potential buyers didn’t understand product descriptions because they were in English. This led to confusion and drop-offs. With Verifast AI:

• Customers could chat in their preferred language (Hindi, Tamil, Bengali, Arabic, etc.).

• Ingredient & usage explanations became crystal clear.

• Trust skyrocketed because customers felt heard in their native language.

Brand Manager at Dr. Rashel: “Many of our customers couldn't understand product features before. Now, they get everything explained in their own language.”

2. Free-Text Queries Handled Like a Pro

Instead of forcing customers into a pre-defined script, Verifast AI’s chatbot could now interpret intent instantly. Example:

Customer: “Does this cream help with acne scars?”
AI Bot: “Yes! Our Vitamin C serum is designed to reduce acne scars. It works by boosting collagen and brightening skin. Want to see reviews?”

No menus. No guessing. Real answers. Real sales.

3. Skipping the Inbound Call Process = Faster Conversions

With the WhatsApp bot failing, customers were forced to call customer support to get information before making a purchase. This added unnecessary friction to the buying journey.

Verifast AI eliminated that entire step:

• Customers got instant, detailed responses on-site.

• They didn’t need to call or wait for an agent.

• Conversions increased because the buying process became frictionless.

Brand Manager at Dr. Rashel: “The chatbot is directly impacting our on-site conversion rates. No more unnecessary call efforts.”

4. Personalized Nudges to Reduce Drop-offs

Unlike WhatsApp, which just sits there waiting for users to engage, Verifast AI proactively nudges visitors at the right time.

👤 New Visitors? “Looking for the right moisturizer? Let me help!”
👤 Returning Customers? “Welcome back! Need a refill on your vitamin C serum?”
👤 Cart Abandoners? “Hey, you left this in your cart! Want an exclusive discount?”

With personalized interactions, Dr. Rashel saw:

• Higher engagement rates.

• More abandoned carts converted into actual sales.

• Increased customer retention because they felt valued.

Results?

Switching from WhatsApp bot to Verifast AI led to clear, measurable results:

• 45% Drop in inbound call volume.

• ₹10,45,417 in UTM Source Order Value.

• 50,000 sessions recorded.

• 25% drop in Cart abandonment rates.

• Overall conversions increased by 30%.

Conclusion: The End of WhatsApp Bots in E-commerce

For brands like Dr. Rashel, WhatsApp bots were nothing but a liability.

• They lacked intelligence.

• They frustrated customers.

• They added friction instead of reducing it.

Verifast AI changed all that.

✔️ Personalized conversations in multiple languages.
✔️ Real-time product education & trust-building.
✔️ Instant responses that reduced the need for calls.
✔️ A seamless buying journey that converted more customers.

And the results? 30% higher conversions.

If you’re still using a WhatsApp bot for your e-commerce store, here’s the harsh truth—you’re losing money.

Dr. Rashel made the switch. Your brand should too. 🚀