Brand
Mumbai-based JJMehta Camera Store set up Meta Business Agent to engage with customers and manage customer conversations, leading to an increase in sales and time savings for employees.
15%
increase in sales, attributed to Meta Business Agent*
10-15
second average response time, attributed to Meta Business Agent*
2
hours of employee time saved per day, attributed to Meta Business Agent*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
A one-stop photo shop
JJMehta specializes in high-end camera and photography equipment sales, both online through its website and at its Mumbai storefront. As a specialized small business that’s operated for more than 20 years, JJMehta knows a lot about its audience and how best to reach them online.
Their Goal
Saving employee time
The company’s ads that click to WhatsApp routinely capture a high volume of messages from customers interested in its products. But with only three employees available to respond to the influx of messages, the JJMehta team was finding it difficult to respond to all inquiries in a timely manner.
“Meta Business Agent is a unique and useful tool that actually enables us to reach more customers with prompt replies. And it’s easy to set up and implement, which is a big plus for us. With Meta Business Agent, we can handle the initial communication with customers with ease, which until now would have required dedicated time and effort from our end.”
Kartik Mehta, Owner,
JJMehta Camera Store
Their Solution
A new sales agent
To address this challenge, JJMehta enabled Meta Business Agent on WhatsApp Business app to respond to customers on its behalf. The agent typically responded to customers within 10-15 seconds using natural-sounding answers that addressed the most frequently asked questions. This made it possible for the JJMehta team to focus on other work without missing a conversation.
JJMehta’s ads that click to WhatsApp prominently feature different products it sells, including cameras, tripods and more. After a customer views an ad and clicks “Contact us”, they enter a conversation with the business in WhatsApp that begins with the message, “Hello! Can I get more info on this?” The customer can choose to allow the agent to respond to their question. If they do, Meta Business Agent manages the conversation by providing responses based on answers to frequently asked questions (FAQs) involving product information, promotions and discounts, returns and more, as provided by JJMehta.
If the conversation reaches a point where the customer is ready to make a purchase, or the agent is unsure how to respond or doesn’t support the customer’s language, a member of JJMehta’s staff is notified to take over. JJMehta configured Meta Business Agent to respond to all conversations 24/7, so customers received a timely response even after normal business hours.
Their Success
Saved time, increased sales
JJMehta first tested this new approach to sales with a campaign that ran from October 26-December 16, 2024. The company found that continually refreshing its ads with new products helped keep engagement high throughout the campaign, and that maintaining up-to-date FAQs helped improve the efficiency of the messaging experience, resulting in:
- 15% increase in sales, attributed to Meta Business Agent*
- 10-15 second average response time, attributed to Meta Business Agent*
- 2 hours of employee time saved per day, attributed to Meta Business Agent*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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