Why We Removed Live Chat and WhatsApp Support from Saaragya
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At Saaragya, we are always refining the way we operate. Recently, we made a decision that might seem unusual in an era where brands prioritize 24/7 customer service—we removed live chat and WhatsApp support from our website. This wasn’t an easy decision, but when we thought through it from first principles, it became clear: We are a product company, and our priority should be building great products.
w.e.f. 27th February 2025 we are discontinuing our native shopify chat and whatsapp chat service.
Putting Product First, Without Compromising Customer Support
We started Saaragya with a simple vision—creating high-quality, thoughtfully designed products that our customers love. While we deeply value our customers and their experience, we realized that:
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We are not a service-based business – Unlike businesses that rely on real-time customer engagement, Saaragya’s strength lies in its products. Our focus is on crafting and delivering excellent designs, not running a 24/7 support operation.
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We want to provide thoughtful, not rushed responses – Many live chat interactions end up being quick but incomplete. With email support, we ensure each query gets the attention it deserves, with a well-researched and clear response.
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Most Queries Were Already Addressed – A significant portion of inquiries were about shipping, return policies, or order tracking—information that is readily available on our website. Instead of answering the same questions repeatedly, we streamlined the process with clear self-service options.
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Every Distraction Slows Down Product Innovation – Every minute spent responding to non-urgent chat messages is time taken away from improving quality, refining designs, and developing new collections. By optimizing our communication channels, we can dedicate more energy to what truly matters—building a great product.
How You Can Still Reach Us
This doesn’t mean we’re disappearing—we’re just shifting towards more structured communication to serve you better:
- Email Support – Customers can still reach us at care@saaragya.com, and we’ll respond within 24 hours (except holidays). This allows us to give every query the attention it deserves.
- Comprehensive Help Section – We have sections covering refunds, shipping, and product information to make self-service easier. This will become comprehensive in future.
- Automated Tracking Updates – Customers automatically receive tracking details via email and SMS, reducing the need to inquire about order statuses.
A Thoughtful Approach to Customer Interaction
We understand that live chat is a common feature in e-commerce, and some customers may expect it. However, after careful consideration, we believe structured support via email serves our customers better than instant but rushed responses.
Rather than chasing industry norms, we want to focus on what truly sets us apart—our craftsmanship, quality, and a seamless shopping experience.
This decision isn’t permanent—we will always evolve based on what best serves our customers and our business. But for now, we’re doubling down on what truly matters: building exceptional products while ensuring clear, reliable support.
We’d love to hear your thoughts on this! Have you seen other brands take a similar approach? Let’s discuss. 😊
- Team Saaragya