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Khaadi Connects 5.8M Followers to Salesforce with Instagram BYOC
Facing soaring message volumes and rising service demands, Khaadi urgently needed a faster, more efficient way to turn Instagram engagement into measurable ROI.
Retail / Fashion
Messaging Studio, Salesforce BYOC, Instagram
Khaadi’s 5.8M Instagram followers drove huge message volume, but without Salesforce integration, agents struggled to respond quickly.
Connected Instagram DMs to Salesforce BYOC, enabling agents to manage all conversations— within one console.
Response times improved, interactions personalized, and teams gained full visibility across channels.
Company
Khaadi is a leading retail and lifestyle brand, redefining modern fashion for millions of customers worldwide. Founded in 1998, the brand has evolved from a single handwoven clothing store into an international fashion powerhouse known for its vibrant designs, craftsmanship, and innovation. With over 50 stores across Pakistan, the UK, UAE, and US, Khaadi continues to expand its global footprint while maintaining its cultural roots. Its growing portfolio—spanning apparel, home décor, accessories, fragrances, and cafés—reflects a dedication to creativity, accessibility, and meaningful customer experiences that have made Khaadi one of the most beloved and recognizable brands in South Asia and beyond.
Challenge
With a community of more than 5.8 million Instagram followers, Khaadi faced an overwhelming surge of customer queries on one of its fastest-growing engagement channels. However, without a direct integration into Salesforce Service Cloud, the customer service team lacked the ability to efficiently track, manage, and respond to Instagram DMs. The absence of a unified view created slower response times, fragmented customer data, and limited visibility into customer conversations—making it harder to deliver seamless support at scale.
Solution
Using Salesforce Digital Engagement with Bring Your Own Channel (BYOC), powered by 1440 Messaging Studio, Khaadi seamlessly connected Instagram Direct Messages with Service Cloud.
Customer conversations flowed directly into Salesforce as cases, giving service agents the ability to manage Instagram interactions alongside email, chat, and other channels in a single console. Unified customer profiles were created in real-time, ensuring every Instagram message was tied back to a complete history of customer interactions.
By tapping into Instagram’s massive audience through BYOC, Khaadi transformed its social following into a scalable, service-ready channel—without losing the personalized, human touch that defines the brand.
Results
The integration with Salesforce Digital Engagement and 1440 Messaging Studio delivered measurable improvements across Khaadi’s service operations. Agents resolved Instagram queries faster with direct case creation in Service Cloud, while unified customer profiles enabled more personalized, context-rich conversations. With all interactions—Instagram, email, and chat—managed in one console, teams achieved greater efficiency, accuracy, and visibility. By unlocking Instagram as a BYOC channel within Salesforce, Khaadi connected with its 5.8 million followers in real time, delivering modern, omnichannel customer care and elevating engagement on one of its most powerful social platforms.