V3I5P102

Impact of Pinggo’s Whatsapp Chatbot on Customer Service Efficiency and Brand Loyalty

Nitin Mahabaleshwar Hegde^1*, Harish K L²

Abstract

As businesses race to meet rising customer expectations, AI-powered WhatsApp chatbots have emerged as a frontline tool for real-time engagement. This study takes a close look at how Pinggo’s WhatsApp chatbot — a product of Bengaluru-based Site Galleria Pvt Ltd — actually performs when it comes to two things that matter most: customer service efficiency and brand loyalty. Using a descriptive cum exploratory research design, 62 valid responses were gathered through a structured Google Forms questionnaire between June and August 2025, drawing on non-probability convenience sampling primarily across South India. The data were examined using descriptive statistics, chi-square testing, and correlation analysis via Excel and SPSS. What the numbers revealed was telling — nearly half of all users (47.5%) rarely engaged with the chatbot, and dissatisfaction ran deep across response speed, query resolution, availability, and accuracy. Statistically, chatbot usage did significantly influence satisfaction (p = 0.0073), yet efficiency showed no meaningful connection to brand loyalty (p = 0.2863). When things got complicated, 63.9% of users simply wanted a human, and over 70% said they would not recommend Pinggo based on their chatbot experience alone. The study makes one thing clear: speed without empathy falls short. Building genuine loyalty demands more — personalization, cultural sensitivity, reliability, and a conversational tone that feels human. The path forward lies in CRM integration, infrastructure investment, empathetic dialogue design, and a seamless handoff to human agents when it counts.

Keywords:

WhatsApp Chatbot, Customer Service Efficiency, Brand Loyalty, Conversational AI, Customer Satisfaction.