How Verifast AI Powers WhatsApp Customer Support & Marketing for ManMatters

ManMatters, a flagship brand under Mosaic Wellness, is redefining men’s wellness by offering science-backed solutions across hair, skin, weight, and intimate health. As part of Mosaic Wellness—a powerhouse in the digital health and personal care space—ManMatters has leveraged a D2C-first approach, ensuring customers receive expert-backed, high-quality wellness solutions tailored to their needs.

With an expanding customer base and a growing focus on personalized engagement, the brand saw an opportunity to enhance Whatsapp customer support and sales using Verifast AI. However, this expansion came with challenges:

The Challenges: Scaling Customer Support While Reducing Costs

ManMatters’ rapid growth came with a high operational burden on its customer support system. The brand was dealing with:

• High Support Costs – A large portion of WhatsApp queries were related to post-sale order issues, including tracking, cancellations, and modifications. Handling these manually was expensive and inefficient.

• Low CSAT with Traditional Bots – Previous chatbot solutions delivered a 60% Customer Satisfaction (CSAT) score, which was well below expectations. Customers often received generic, flow-based responses that failed to address their specific concerns.

• Product Queries & Pre-Sales Hesitation – Many users had detailed questions about product ingredients, effectiveness, and suitability before making a purchase. Without real-time assistance, conversions were being lost.

• Missed Revenue Opportunities – The inability to provide personalized product recommendations on WhatsApp meant potential customers dropped off without purchasing.

To stay competitive while keeping costs in check, ManMatters needed a smarter, AI-driven solution—one that could reduce support costs, improve CSAT, and drive sales seamlessly within WhatsApp.

That’s where Verifast AI stepped in.

The Solution: AI Chatbot Automation for Customer Support & Sales

Verifast AI’s WhatsApp chatbot transformed ManMatters’ customer interactions, ensuring instant support, personalized product recommendations, and frictionless sales.

Customer State Mapping: How Verifast AI Streamlines Support & Sales

Verifast AI operates by defining a customer state, using real-time data from the brand’s CRM. This enables hyper-personalized engagement across two key customer categories:

1️⃣ Existing Customers

These are users who have placed an order before and are segmented based on recent or past purchases.

Recent Orders:

• If Delivered:

  • Usage Guidance: Assisting customers with how to use their purchased products effectively.

  • Product Feedback Collection: Understanding customer satisfaction and identifying areas for improvement.

  • Damaged Product Support: Escalating cases where customers report product damage, immediately transferring to human support when needed.

• If Not Delivered:

  • On-Time Delivery: Customers can check their order status, request faster delivery, change phone numbers or addresses, set preferred delivery times, or update partner contact details.

  • Delayed Delivery:

    • <1 Day Delay: AI pacifies customers with proactive updates and reassurances.

    • >1 Day Delay: The bot provides additional updates, raises tickets for resolution, and hands over to a human agent when required.

Old Orders:

• Redirects users to pre-sales discussions, offering recommendations for repeat purchases.

• Captures customer feedback, ensuring insights are used for product and marketing improvements.

2️⃣ Not a Customer Yet?

For potential customers who have never purchased, Verifast AI acts as a conversational pre-sales assistant:

✅ Understands customer needs through open-ended engagement.
✅ Maps their concerns to the right product bundles based on their queries.
✅ Drives sales through contextual nudges, offering limited-time discounts and personalized suggestions.

AI-Driven Resolution: Handling High-Volume Support Requests

Verifast AI ensures a seamless support experience by automating repetitive tasks while escalating complex issues when necessary.

Order Status & Modifications

For customers awaiting deliveries, Verifast AI enables them to:

• Track their orders instantly without needing human assistance.

• Modify delivery details such as phone number, address, or delivery time.

• Request faster delivery if required.

• Cancel orders with automated refund assistance.

Pacification for Delayed Deliveries

• If the delay is under 1 day: AI reassures customers with proactive updates.

• If the delay is over 1 day:

  • Provides detailed updates and raises support tickets.

  • Transfers to a human agent if further intervention is needed.

Escalation for Complex Issues

While Verifast AI handles 90% of queries automatically, it ensures smooth escalation for cases requiring human intervention, such as:

• Severe delivery issues.

• Damaged product complaints.

• Refund and return processing.

Results: Verifast AI’s Measurable Impact on ManMatters

With Verifast AI, ManMatters saw tangible improvements in both customer support efficiency and revenue generation:

• 90% CSAT score—far exceeding the previous 60% benchmark.

• $12k+ in Sales (Per Month)

• 30% faster issue resolution for tracking, cancellations, and delivery modifications.

• Reduced operational costs—handling high-volume queries without scaling human support teams.

Conclusion: The Future of AI-Powered Customer Engagement

ManMatters’ WhatsApp bot, powered by Verifast AI, has evolved from a basic support channel into a revenue-generating, AI-driven engagement platform.

✅ Automated yet personalized customer interactions that drive satisfaction.
✅ Frictionless purchase journeys that increase conversions.
✅ Reduced dependency on human agents, leading to efficiency and cost savings.

For e-commerce brands, customer support and sales must work in sync—and Verifast AI ensures that happens.