Kashacart — Driving Conversions and Support Efficiency with AI
WhatsApp AI Agent, Voice Bot, Cart Recovery Automation, Order Tracking
Client
Kashacart
Industry
E-commerce / Online Retail
Services deployed
WhatsApp AI Agent
Voice Bot
Cart Recovery Automation
Order Tracking
Kashacart is one of Rwanda's online marketplaces, offering a wide range of fashion, electronics, and home essentials to customers nationwide. Like many fast-growing e-commerce businesses, they faced increasing pressure to scale customer service without growing their team while also tackling high cart abandonment rates and slow order support.
They partnered with us to build an AI system that could handle customer conversations across WhatsApp and voice delivering real-time support, tracking, and engagement, all in a local, brand-aligned tone.
Key Challenges
01
Missed Conversations & Response Gaps on WhatsApp
With thousands of incoming messages every week, Kashacart's support team couldn’t keep up. The backlog led to delays in answering simple questions like "Where’s my order?" or “Can I change my size?”, resulting in frustrated customers and lost sales.
02
Abandoned Carts with No Follow-Up
Users would browse, and add products to their carts, but never complete the checkout. Kashacart lacked an automated system to remind, nudge, or recover these high-intent shoppers in real time.
03
High Cost of Human Support
Every order-related inquiry requires a human response. This meant growing the support team as the business grew which led to an unsustainable model for long-term profitability.
Solutions
AI Voice Automation + Smart Routing
We delivered a comprehensive voice automation system tailored to TelXpress’s telecom workflows replacing their outdated IVR and empowering both customers and internal agents with real-time AI tools.
Result
Why It Worked
25%
Cart recovery rate increase
60%
Fewer repeat “where’s my order?” tickets
10%
Uplift in first-time buyer conversion via WhatsApp
18%
Agent reduced returns through better size guidance
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