Where the Customer Already Is ..

It’s been a few months since we started building and scaling Chetto.ai. The journey has been fun. It’s given me a chance to interact with countless professionals and entrepreneurs and watch them build.

What’s fascinated me most is the hospitality with which businesses treat their clients. We are the land of “atithi devo bhava,” and it shows in how Indians run businesses. Across industries, the focus on the client is real. This isn’t a CAC pitch or a “build relationships” talk. 

I’m from Pathankot, Punjab, and I’ve frequented the streets outside Harmandir Sahib in Amritsar, where shopkeepers and hawkers offer you food, even if you’re just passing by. I know there’s a business model behind it, but there were other ways to attract customers; the shopkeeper CHOSE this one. That says a lot about the kind of “business people” we are.

That instinct to meet people where they feel welcome shows up in how we communicate, too. I’ve seen it in industries like interior design, investment advisory, lifestyle management, and vacation rentals (and many others). All of them create WhatsApp groups with their clients. Why? Because that’s where clients are most comfortable.
WhatsApp groups are messy for a business to maintain, but they’re chosen anyway because comfort wins.

Elsewhere, support often starts with an app, an AI bot, and then email. Here, we start with what’s familiar and human: a WhatsApp group. And that preference is so strong that even enterprises with the resources to build their own apps and nudge customers to use them, still choose WhatsApp groups.

So we built for this reality. If the conversation lives in WhatsApp, the intelligence should too. These businesses are now our clients. We understand that tracking client engagement through group chats is tough, and we’re building for YOU. In this short span of scaling Chetto, we’ve surfaced churn indicators, shown why and where a client is upset, and helped close tickets directly from group conversations.

Comfort wins. Structure follows.

Behind every ticket that closes automatically from a group chat, there’s a happier customer of ours customer and we’re here for it.
We’re willing to do all the math, engineering, and UX design it takes to see YOUR client smile.

That’s Chetto.