How FreshMart Increases Orders 44% and Cuts Support Costs 72% with Chatref
44%
Order Growth
87%
Queries Automated
$72k
Monthly Savings
Overview
FreshMart, a regional online grocer delivering fresh produce and pantry items, struggled with abandoned shopping carts and rising support expenses. With 600,000 monthly customers and fourteen support agents answering questions about delivery times, product freshness, and substitution policies, response times ballooned past six hours on weekends. After implementing Chatref's e-commerce chatbot, FreshMart now recovers one hundred ten thousand dollars in abandoned carts each month, increases completed orders by forty-four percent, and automatically handles eighty-seven percent of customer inquiries.
The Challenge
Cart abandonment reached seventy-five percent as shoppers left when they couldn't quickly confirm delivery windows, check product availability, or understand substitution rules. Support queues overflowed during Sunday meal-prep rushes and holiday cooking seasons, losing thousands in potential orders. The team repeatedly answered identical questions about delivery fees, order minimums, and refund policies across email, SMS, and phone calls. Customers needed instant updates on delivery status and help choosing between organic and conventional products. FreshMart required a smart assistant that could provide real-time inventory updates, manage delivery expectations, operate around the clock in multiple languages, and scale effortlessly during peak shopping days without hiring extra staff or exceeding budget limits.
The Solution
FreshMart chose Chatref after a three-week pilot showed strong results. The chatbot connects directly to their custom grocery platform, monitors stock levels minute-by-minute, and sends smart reminders when customers abandon their shopping carts. Built-in language support greets shoppers in English and Spanish. Training was straightforward: the team uploaded delivery zone maps, product lists, and past customer service conversations. Within fourteen days the bot went live on their mobile app, website, and SMS channel, answering questions about delivery times, product availability, and substitution preferences while escalating complex dietary concerns to trained specialists.
Implementation & Key Benefits
Benefit #1: Intelligent Cart Recovery
Chatref contacts shoppers thirty minutes after they abandon carts, highlighting items that may go out of stock soon and offering express delivery slots. Thirty-three percent of those carts now complete checkout, adding approximately one hundred ten thousand dollars in monthly revenue. The bot also suggests recipe ingredients and complementary items, raising average basket size by nineteen percent.
Benefit #2: Real-Time Delivery Support
The chatbot answers within two seconds anytime, in two languages. It resolves eighty-seven percent of questions without human help, boosting customer satisfaction to ninety-seven percent and slashing support cost per conversation by seventy-two percent. Shoppers love getting instant delivery tracking, substitution confirmations, and order modification help.
Benefit #3: Weekend Rush Performance
During Sunday shopping peaks, Chatref handled seven times typical traffic without slowing down. Response times remained under three seconds, and order completion rates jumped twenty-six percent compared to previous Sundays. Proactive delivery updates cut "Where's my order?" calls by eighty percent, freeing agents to handle special dietary requests and complex delivery issues.
Results & ROI
Completed orders rose forty-four percent, and cart recovery adds over one hundred thousand dollars monthly. Automating standard questions saves seventy-two thousand dollars in staffing costs each month, paying back Chatref's cost in just four weeks. Customer satisfaction jumped from eighty percent to ninety-seven percent.
"Chatref revolutionized our customer experience. We're completing more orders, spending far less on support, and our shoppers get instant answers whenever they need help."
Priya Patel
Head of Customer Experience, FreshMart
Key Takeaways
FreshMart shows how online grocers can use AI chatbots to provide instant delivery support, recover lost carts, and increase customer happiness—without expanding the support team. Chatref's quick deployment and real-time inventory integration make customer support automation simple for any grocery delivery service ready to scale efficiently.