How Bazaar scaled to 284K+ monthly WhatsApp messages with an 85% AI resolution rate
3x
Increase in customer volume handled
60%
Cost reduction while scaling operations
85%
AI resolution rate for customer inquiries
At a glance
Challenge
Bazaar Technologies needed to transition from voice-based to non-voice customer support while maintaining exceptional service quality and enabling autonomous flow management without constant Business Solution Provider (BSP) support.
Solution
Bird's WhatsApp Business API with AI Agents enabled self-service flow creation, intelligent automation, and conversational customer support at scale.
Results
Bazaar achieved 3x customer volume growth while reducing costs by 60%, with first response times under 50 seconds and 85% AI resolution rate.
Key Results:
3x increase in customer volume handled
60% cost reduction while scaling operations
85% AI resolution rate for customer inquiries
Under 50 seconds first response time
284K+ outbound messages monthly with 91% delivery rate
The Challenge: Transforming customer support while scaling rapidly
Bazaar Technologies is Pakistan's leading e-commerce and financial services platform, connecting households and businesses across 10+ cities with grocery essentials, office supplies, and fintech solutions. Founded in 2020 and bolstered by the 2025 acquisition of fintech company Keenu, Bazaar serves both B2C consumers seeking next-day delivery and B2B businesses requiring end-to-end procurement solutions.
As Bazaar scaled rapidly, the company faced critical customer experience challenges:
Voice-based limitations: Traditional voice contact centers couldn't support the volume and efficiency needed for growth
Lack of autonomy: Previous BSP required constant support for basic changes to flows and automation
Limited conversational capabilities: Needed full WhatsApp outbound and conversational APIs, not just marketing and utility messages
Customer awareness gaps: Required a communication channel that could effectively reach and engage Pakistani consumers
Resource constraints: Needed to scale customer support without proportionally increasing headcount
Without solving these challenges, Bazaar risked falling behind in customer experience while competitors moved to more efficient digital-first support models.
"We were strategically shifting from voice based contact center to non voice contact center and we needed a BSP that can support conversation or services aspect of BSP services not just marketing and utilities. Bird became our goto BSP due to flexibility and autonomy it provided" - Fahad Subzwari, Head of Customer Experience
The Solution: Autonomous WhatsApp automation with AI-powered customer support
After evaluating options through industry referrals, Bazaar chose Bird in 2024 for its proven track record with marketplace companies, strong technical capabilities, and commitment to customer autonomy.
Self-Service Flow Management
Built custom flows independently without requiring BSP support for changes
Managed business hours and off-hours messaging automatically
Created conversational experiences tailored to B2B and B2C customer needs
AI-Powered Automation
Deployed AI Agents to handle high-volume customer inquiries automatically
Intelligent routing between AI and human agents based on complexity
Automated responses for common questions about orders, deliveries, and account management
Conversational Customer Support
Full WhatsApp conversational API enabling rich two-way interactions
Easy-to-use template builders with call-to-action buttons
Campaign analytics and WhatsApp logs providing visibility into customer communication patterns
Seamless Onboarding
Two-week implementation with dedicated support throughout setup
Continued access to support for optimization and troubleshooting
Discovered unexpected benefits like advanced AI Employee capabilities during onboarding
"When 85% of inquiries are resolved by AI without human intervention, it changes what your support team can focus on."
- Fahad Subzwari, Head of Customer Experience
The Results: Dramatic efficiency gains while delivering superior customer experience
Operational Efficiency
60% cost reduction while handling significantly higher volume
3x increase in customer volume supported with fewer resources
Under 50 seconds first response time across all inquiries
Ability to serve 3x the volume with one-fourth the resources
Customer Engagement at Scale
85% AI resolution rate for customer inquiries without human intervention
55,000+ interactions delivered per month through WhatsApp
284,000+ outbound WhatsApp messages monthly with 91% delivery rate
Closed communication gaps for both internal teams and external customers
Enhanced Customer Experience
Shifted from voice-based to efficient non-voice support model
Met customer awareness communication needs that no other medium could support
Completed automation requirements for seamless customer interactions
Improved response times and resolution rates across B2B and B2C segments
Looking ahead, Bazaar Technologies plans to capitalize on Bird's AI and automation tools to deliver exceptional customer experiences across all communication channels, continuing to digitize Pakistan's retail and commerce ecosystem while maintaining the efficiency gains that have fueled their rapid growth.
