Service

E-commerce CRM, retention and customer support

Email, SMS and WhatsApp journeys that turn first-time buyers into repeat customers, plus a support team that answers customers and protects your ratings on every channel.

TALed by Tushar Agrawal, Founder & DirectorReviewed

  • Amazon Ads Verified Partner
  • Amazon SPNService Provider Network
  • ShopifyPartner

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Overview

What our crm & customer support service covers

Winning a new customer usually costs more than selling to an existing one, so repeat purchases have a large effect on profit. CRM (customer relationship management) is the set of automated messages and campaigns that bring customers back: welcome series, abandoned-cart reminders, replenishment and win-back offers.

We set up and run these journeys on email, SMS and WhatsApp, segmented by what and when customers bought. Our support team also handles customer queries on your website, WhatsApp and marketplaces, including returns and reviews, so ratings stay healthy and issues reach your team quickly.

What’s included

What we do for you

  • CRM platform set-up: Klaviyo, WebEngage or MoEngage
  • Welcome, abandoned-cart, post-purchase, replenishment and win-back flows
  • WhatsApp campaigns and automation
  • Customer segmentation by purchase behaviour
  • Loyalty and referral programme design
  • Customer support on website, WhatsApp and marketplaces
  • Review and rating management
  • Monthly retention reporting

How we work

Our process, step by step

  1. 1

    Map the journey

    We map how customers buy today and where they drop off after the first order.

  2. 2

    Set up

    We connect your store to the CRM platform, build segments and launch the core automated flows.

  3. 3

    Campaign

    We plan monthly campaigns for launches, offers and replenishment, sent to the right segments.

  4. 4

    Support and review

    Our team handles queries daily, and we report each month on repeat rate and revenue from CRM.

Measurement

What we track and how we report

What we measure

  • Repeat purchase rate
  • Revenue from email, SMS and WhatsApp
  • Customer lifetime value
  • Abandoned-cart recovery rate
  • Support response time and average rating

How we report

A monthly report on repeat rate, CRM revenue, flow performance, support volumes and ratings.

Tools and platforms

  • Klaviyo, WebEngage or MoEngage
  • WhatsApp Business API
  • Shopify customer data
  • Marketplace buyer-seller messaging

Results

Case studies

All case studies
TA

Who leads this service

Tushar Agrawal

Founder & Director, Vriddhe Business Services Pvt Ltd

5+ years scaling D2C brands from zero to crores. Builds identity, content, social media and CRM into brands that look credible and get remembered.

Why you can trust us

  • Amazon Ads Verified Partner
  • Amazon SPN Service Provider Network
  • Shopify Partner
  • Registered company: Vriddhe Business Services Pvt Ltd (CIN U74900MP2026PTC083687)
  • Office in Indore, working with brands across India
  • Rated 5.0/5 from 31 reviews on Google

FAQ

Questions about CRM & Customer Support

Have another question? Message us on WhatsApp and we will reply during working hours (Mon to Sat, 10:00 to 19:00 IST).

Can your team handle our customer support end to end?

Yes. We run support across marketplaces, WhatsApp and email, as we do for Sona Arts.

Which CRM platform should we use?

It depends on your order volume, channels and budget. We recommend one after reviewing your store, and work with Klaviyo, WebEngage and MoEngage.

Will WhatsApp messages annoy customers?

Not if they are relevant and well timed. We send messages based on what customers bought, cap frequency, and only message customers who opted in.

How do you measure CRM results?

By revenue from CRM messages and the change in repeat purchase rate, both tracked in your store data.

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