Margin lost to failed COD orders no team could confirm in time
Loomcraft Home takes a flood of orders every day across its website and marketplaces. Two costs were quietly eating its margin: cash-on-delivery orders returning to origin at 24%, and a support inbox buried under repetitive “where is my order” questions.
Confirming every COD order by hand was slow and expensive, and a small support team couldn’t keep up. Every returned parcel meant paying shipping twice and restocking goods; every status call tied up an agent who could have been resolving a real issue; and abandoned checkouts went unrecovered because no one had time to follow up. Hiring through every seasonal spike wasn’t sustainable.
An Agent that confirms, updates, and recovers in the customer’s language
Loomcraft deployed Vartaa’s Hindi-first voice AI agent across three flows — confirming COD orders before dispatch, answering delivery-status calls, and recovering abandoned carts — orchestrated through Campaign Studio.
- Hindi-first, code-switching speechUnderstands and replies in natural Hindi and English mid-sentence — the way Indian shoppers actually talk.
- Sub-second response latencyReal-time turn-taking with barge-in, so calls feel live and human, not like an IVR.
- Dynamic qualification logicConfirms intent and address on COD orders, reads live tracking for status calls, and handles hesitations on cart-recovery calls.
- Native CRM & helpdesk syncWrites every confirmation, status, and disposition back to the store and helpdesk automatically.
“The voice agent quietly does the work two of my shifts used to do — confirming COD orders and answering delivery questions — so my team can focus on the customers who actually need us.”
From checkout to confirmed delivery
Four weeks from pilot to full production
“Our return rate on COD was the number that kept me up at night. Watching the voice agent confirm orders before they ship — politely, in the customer’s own language — was the first time that number actually moved.”