---
title: "Bazaar"
canonical: "https://bird.com/customers/bazaar"
---

[← All customers](/customers)

# Bazaar

How Bazaar scaled to 284K+ monthly WhatsApp messages with an 85% AI resolution rate

- Sector: E-commerce marketplace
- Channel: WhatsApp API
- Headline: 284K msgs/mo · 85% AI resolution

Challenge

Bazaar Technologies needed to transition from voice-based to non-voice customer support while maintaining exceptional service quality and enabling autonomous flow management without constant Business Solution Provider (BSP) support.

Solution

Bird's WhatsApp Business API with AI Agents enabled self-service flow creation, intelligent automation, and conversational customer support at scale.

Results

Bazaar achieved 3x customer volume growth while reducing costs by 60%, with first response times under 50 seconds and 85% AI resolution rate.

Bazaar Technologies is Pakistan's leading e-commerce and financial services platform, connecting households and businesses across 10+ cities with grocery essentials, office supplies, and fintech solutions. Founded in 2020 and bolstered by the 2025 acquisition of fintech company Keenu, Bazaar serves both B2C consumers seeking next-day delivery and B2B businesses requiring end-to-end procurement solutions.

As Bazaar scaled rapidly, the company faced critical customer experience challenges:

Without solving these challenges, Bazaar risked falling behind in customer experience while competitors moved to more efficient digital-first support models.

> “We were strategically shifting from voice based contact center to non voice contact center and we needed a BSP that can support conversation or services aspect of BSP services not just marketing and utilities. Bird became our goto BSP due to flexibility and autonomy it provided”
>
> — Fahad Subzwari, Head of Customer Experience

After evaluating options through industry referrals, Bazaar chose Bird in 2024 for its proven track record with marketplace companies, strong technical capabilities, and commitment to customer autonomy.

Self-Service Flow Management

AI-Powered Automation

Conversational Customer Support

Seamless Onboarding

> “When 85% of inquiries are resolved by AI without human intervention, it changes what your support team can focus on.”
>
> — Fahad Subzwari, Head of Customer Experience

Operational Efficiency

Customer Engagement at Scale

Enhanced Customer Experience

Looking ahead, Bazaar Technologies plans to capitalize on Bird's AI and automation tools to deliver exceptional customer experiences across all communication channels, continuing to digitize Pakistan's retail and commerce ecosystem while maintaining the efficiency gains that have fueled their rapid growth.

- 3x: Increase in customer volume handled
- 60%: Cost reduction while scaling operations
- 85%: AI resolution rate for customer inquiries

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## Related resources

- [SMS](/sms-api) (product)
- [Sending SMS](/docs/guides/sms/sending-sms) (docs)
- [Sending your first SMS](/learn/sms/sending-your-first-sms) (video)
- [What does SMS mean?](/explained/sms/what-does-sms-mean) (answer)

[Get an implementation brief](/learn/workspace?topic=sms)