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Finiki is a premium pet food brand serving Singapore pet owners with a curated, subscription-friendly range. The relationship with the customer doesn't end at checkout: pet owners message constantly with delivery questions, ingredient questions, address changes and reorder requests, all of which compound as the subscriber base grows.
Customer messages used to arrive by email, which set a multi-hour expectation by default. That was a poor fit for a category where pet owners often need answers the same day, especially around delivery and feeding questions. Manually managing reorders, address changes and pause/resume requests through email was slow and error-prone.
Image courtesy of finikiasia.com
We deployed a team of AI agents in front of the Finiki customer journey, with WhatsApp as the primary channel and Shopify wired in for order events. A Pre-purchase Advisor handles ingredient, sizing and product questions before checkout. An Order Support Agent confirms orders, updates delivery details and answers status questions in real time. A Subscription Concierge sets up and manages monthly auto-delivery, including pause, resume and skip requests. A Delivery Coordinator follows up after each order to confirm satisfaction and surface upsell opportunities at the highest-intent moment.
Our customers used to email us about orders and we’d take hours to get back. Now they message on WhatsApp, get instant updates, and half of them end up adding something else to their next order.Austin Yoon · Founder
Customers now get instant replies on WhatsApp instead of waiting hours for an email response. Subscription enrolment now happens inside the conversation itself, often during the post-delivery follow-up. The human team is freed from repetitive order admin to focus on product, content and community.
We design the team, train it on your products and tone, deploy it across the channels your customers actually use, and stay on as the operator.