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Case Study

Chakki Peesing: Bringing Farm‑Fresh Flour to Urban Homes with WhatsApp Commerce

Industry
FMCG

Use Case
Centralized customer communication,
Cart Recovery,
Automated notification

Winning Features

  • WhatsApp Commerce
  • Shared Team Inbox
  • Shopify Integration
Don’t treat WhatsApp as just a support tool; treat it as a growth channel. With the right platform, you can centralize communication, improve customer experience, and drive conversions without increasing ad spend. Start early, build the right processes, and use automation smartly. When done right, WhatsApp becomes a powerful channel for both sales and long-term relationships.
Picture of Rajeev Khera

Rajeev Khera

Founder, Chakki Peesing

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Table of Contents

About the Brand

Chakki Peesing is a fresh flour and grains brand built on one simple promise: real grains, freshly milled only after a customer places an order. While the family behind Chakki Peesing has been in the grain business for over 30 years, the brand itself was born out of a desire to bring farm‑to‑table freshness directly to modern urban households, without chemicals, preservatives, or pre‑packed flour.

 

By combining traditional milling practices with a digital‑first D2C approach, Chakki Peesing set out to redefine how households consume everyday essentials like atta, grains, and pulses.

Early Journey & Go‑To‑Market Channels

In the early days, Chakki Peesing relied heavily on:
  • Word‑of‑mouth and repeat customers to build trust
  • A Shopify‑powered D2C websitefor online orders
  • Phone calls and personal WhatsApp numbersto manage customer conversations

As demand grew, customer conversations increased rapidly, from product questions to delivery updates and repeat orders. What worked initially soon became difficult to scale.

The Challenges

1. Business Communication

  • Conversations scattered across calls, Instagram DMs, and personal WhatsApp numbers
  • No centralized system to track customer queries or follow‑ups
  • High risk of missed messages and delayed responses

2. Customer Acquisition & Engagement

  • High‑intent customers often had questions before purchasing
  • Slow or missed replies led to lost conversions
  • No automation for repetitive FAQs like:
  • Delivery timelines
  • Freshness & milling process
  • Pricing and product details

3. Customer Support

  • Order tracking, delivery updates, and post‑order queries were time‑consuming
  • Heavy dependency on calls increased operational workload
  • No single dashboard for managing customers, tags, or order context

Chakki Peesing needed a channel that customers were already comfortable with, but in a way that was structured, scalable, and automated.

How Interakt Helped Chakki Peesing Scale

WhatsApp was already the most natural communication channel for Chakki Peesing’s customers. Moving business communication to WhatsApp made sense, but only if it could be handled professionally, at scale, and without adding manual effort.


That’s when the team chose Interakt to power their WhatsApp communication and commerce.

 

Interakt transformed WhatsApp from a manual support channel into a structured growth engine.

Most Impactful Interakt Features

Automated WhatsApp Notifications
  • Order confirmation, shipping, and delivery updates are sent automatically
  • Reduced customer anxiety and follow‑up queries
Abandoned Cart Recovery on WhatsApp
  • Automated workflows for abandoned carts
  • Minimal human intervention through auto‑replies and workflows
  • Helped recover a significant number of lost orders
Shared Team Inbox
  • Centralized WhatsApp inbox for the entire team
  • Ensured no customer query goes unanswered
  • Improved internal accountability and response time
Quick Replies & Message Templates
  • Faster replies to common questions
  • Consistent brand voice across all conversations
  • Reduced manual effort for the support team
Shopify Integration
  • Seamless syncing of orders with WhatsApp conversations
  • Visibility into:
  • Order count
  • Last order date
  • Customer purchase history
  • Enabled better tagging and segmentation for targeted communication

Together, these features helped Chakki Peesing move from manual chaos to a streamlined, scalable communication flow.

 

Beyond the core setup, Chakki Peesing also leverages:

  • Broadcast messages (used thoughtfully and segment‑wise, especially during sales)
  • Customer segmentation (new vs repeat customers)
  • WhatsApp automation workflowsfor common customer journeys

Everything works in sync to reduce manual workload while improving customer experience.

Business Impact & Results

Using WhatsApp via Interakt has delivered measurable business benefits:

  • Abandoned cart recovery increased by 40–50% through automated WhatsApp follow‑ups
  • Query‑to‑order conversion doubled, reaching 28–35%, driven by faster responses and automation
  • Response time reduced to 2–5 minutes using quick replies, boosting customer trust by 30–40%
  • Call dependency reduced by 35–45%, saving 30–40% in operational time for the team

WhatsApp is no longer just a support channel; it has become a core revenue and retention driver.

Experience with Interakt

“Post onboarding, our experience with Interakt has been smooth, reliable, and highly scalable. It’s easy to use and perfectly suited for a growing D2C brand like ours. What truly stands out is that Interakt focuses on solving real business problems, not automation for the sake of it.”

Rajeev Khera
Founder, Chakki Peesing

Chakki Peesing’s journey shows how WhatsApp, when powered by the right platform, can scale conversations, build trust, and drive sustainable D2C growth.

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