A quick glance into Wakefit 

Established in 2016, Wakefit has serviced over 8 lakh customers, sold over 18 lakh products, and spent at least 1500 hours in research and development. They pride themselves on being customer-centric and providing our customers with the very best home and sleep solutions. They have transitioned from being just a mattress company to one of the leading mattress and home furniture stores in India. 

What was hampering Wakefit’s customer communication?

For D2C brands, it's imperative to deliver a positive customer experience at every touchpoint, be it Website, Email, SMS, or Voice Call. If they lose the grip on any of these touchpoints, their brand reputation can take a sudden dip. 

Wakefit wasn’t able to leverage Voice Call as a touchpoint. Their customer support team was finding it difficult to seamlessly connect with buyers for order confirmations, deliveries, and complaints, because: 

• They didn’t have an authentic and branded caller identity.

• Buyers didn’t see any brand elements (name and logo) or verification badges on the phone screen when getting calls from customer support. 

This made buyers hesitant to answer the calls due to trust and safety concerns. Some of them even marked the calls as spam, which was counterproductive to Wakefit’s brand identity and reputation.

They were looking for a solution:  

• To establish a brand identity that customers can easily trust over calls.

• To seamlessly connect with more customers and penetrate tier 2 and tier 3 cities of India. 

They went with Truecaller Verified Business Caller ID, due to our mass reach (300M+ users) and credibility.

How Truecaller has made Wakefit’s customer communication seamless and experiential

Our team has constantly supported Wakefit, enabling them to give consumers an authentic calling experience, with: 

• Green screen - to visually reassure the trust and safety aspect of the call.

• Accurate and prominent branding - to display a non-editable brand name and logo and establish brand identity. 

• Verification badges - to guarantee the authenticity of the call. 

• Business category tags - to add more identity and personality to the call.

Below you can see what appears on the consumer's phone screen (Wakefit's logo, name, verified tick, and business category tag) when a delivery agent calls for address confirmation.

Our verified business caller ID solution has improved their communication efficiency by 15% as consumers now have a clear idea of who is calling them. 

They have also gone with our Video Caller ID feature, to add more distinction to their customer support calls. They can now give consumers a more lively calling experience by augmenting their verified caller ID with customized, business use case videos.

What’s in store for Truecaller and Wakefit partnership?

Enthralled by their successful engagement with Truecaller for Business, Wakefit plans to use Truecaller Verification SDK to make their login process a one-tap affair and user onboarding lightning quick.