Question 1

What is ZeebraCross CXM, and is it one piece of software?

Accepted Answer

ZeebraCross CXM is a Customer Journey Management Platform: content, AI assistants, digital journeys, staff workflows and journey intelligence, delivered as one managed service. ZeebraCross designs the journey and configures proven tools around your requirements and existing systems, so you don't have to replace what already works. The proposal names the tools used and any integration work.

Question 2

Is it for B2C, B2B or SMEs?

Accepted Answer

All three. The journey stages are the same; the content, channels and workflows change. B2C scopes focus on volume, chat-to-checkout and repeat purchase. B2B scopes focus on lead qualification, sales handover, onboarding and account growth. SMEs usually start with one location and one channel.

Question 3

How is CXM different from a chatbot, CRM or digital marketing agency?

Accepted Answer

Each of those covers one part of the journey. CXM connects them: discovery, AI and WhatsApp engagement, approved content, onboarding and after-sales journeys, staff follow-up workflows and journey intelligence, designed and run as one customer journey layer by one team.

Question 4

Do you manage social media?

Accepted Answer

Yes, as part of CXM rather than a standalone posting package. Posts and reels are built from the same approved content as your website and Google profile, and each one ends with a next step such as WhatsApp or checkout. We report enquiries and sales from social, not just likes. Social is added to CXM Starter or CXM Complete and sized after your Visibility Check.

Question 5

What does CXM cost?

Accepted Answer

Most businesses start with CXM Starter, from ₹39,900 a month: CXM Discover and CXM Engage together, with the Visibility Check included. CXM Complete (the full journey with Onboard, Support, Grow and Intelligence) and Enterprise CXM for multi-location brands and B2B enterprises are customised after a short scoping discussion. Prices exclude GST.

Question 6

Where should a larger business start?

Accepted Answer

Most start with one product line, market or region. Common starting points: Discover + Engage for pipeline growth; Engage + Onboard for faster conversion and set-up; Support + Grow for renewals, reorders and reviews; or Intelligence across an existing CRM and call centre. We agree the starting point in a scoping meeting.

Question 7

Do you offer bundle pricing?

Accepted Answer

Yes. CXM Discover and CXM Engage together: Get Found & Engaged Starter at ₹39,900 a month (Discover Starter + Engage Assist, normally ₹44,800) and Get Found & Engaged Business at ₹69,900 a month (Discover Business + Engage Complete, normally ₹79,800). Both include a free ₹9,900 Visibility Check and have a six-month minimum term. Prices exclude GST.

Question 8

What is included in the fee?

Accepted Answer

Each plan lists what ZeebraCross delivers every month. WhatsApp platform and message charges, and your own tool subscriptions, are paid by you at actual cost. Custom integrations, higher volumes, website development and campaign media are scoped separately.

Question 9

Which tools do you use?

Accepted Answer

We work with established tools such as Google Business Profile, Interakt, AiSensy or WATI for WhatsApp, Freshdesk or Zoho Desk, Zoho CRM or HubSpot, Exotel and Looker Studio. Your package and existing systems decide the exact stack. Each solution page lists the options.

Question 10

How long does set-up take?

Accepted Answer

The Visibility Check is delivered in about 5 business days, and monthly Discover work starts after that. CXM Engage usually goes live within a few weeks, depending on how quickly your team approves the answers and your WhatsApp number is verified.

Question 11

Can we keep our current WhatsApp number?

Accepted Answer

Usually, yes. We check whether your number can connect to the WhatsApp Business Platform as it is or needs to be moved across, and explain what changes before anything is switched.

Question 12

Which languages do you support?

Accepted Answer

English plus Indian languages such as Hindi and Telugu, and others on request. Every language version goes through the same approval.

Question 13

Do we need to replace our website or CRM?

Accepted Answer

Usually not. We start by reviewing what you already use. A new website or CRM is scoped only when the journey needs it.

Question 14

Can the assistant quote prices or take orders?

Accepted Answer

It can share approved prices or price ranges, send catalogue or checkout links, and collect quote, booking or order requests. Custom pricing, discounts and commitments stay with your team unless you approve rules for them.

Question 15

How is customer data protected?

Accepted Answer

CXM is built to support compliance with India's Digital Personal Data Protection Act, 2023. We collect only what each journey needs, take consent before personal data is used, encrypt data in transit and at rest, limit access by role and log every access. Your business is the Data Fiduciary; ZeebraCross works as a Data Processor under a data processing agreement.

Question 16

Are the website and WhatsApp chatbots DPDP compliant?

Accepted Answer

They are DPDP-ready by design. General questions are answered without collecting personal data. When a customer wants to book, order or share details, the chatbot shows a short notice and asks for separate consent for the request, reminders and offers, with nothing pre-selected. Every consent is logged with the notice version and time. Final notice wording and retention periods are agreed with your legal adviser.

Question 17

Can a customer withdraw consent or delete their data?

Accepted Answer

Yes. Typing STOP on WhatsApp or using the website chatbot withdraws consent and stops messages immediately. A DELETE request is verified with a one-time code, logged with a reference number and tracked in the staff inbox until erasure is confirmed. Records you must keep by law, such as invoices, are retained only as required.

Question 18

Can you guarantee we'll appear in AI answers?

Accepted Answer

No one can guarantee a mention in a third-party AI answer. We make sure accurate, approved information about you is published, and report every month on where you appear.

Question 19

Can we choose only one solution?

Accepted Answer

Yes. Each solution has a defined scope. Start with the problem that matters most and connect other solutions when they are useful.

Question 20

How is success measured?

Accepted Answer

Measures depend on the solution: visibility, enquiries, response time, qualified leads, conversion, order and service status, repeat purchase or renewal. ZeebraCross and your team agree on definitions and available data before reporting results.

Question 21

Can we see a demo?

Accepted Answer

Yes. We can walk you through the CXM screens for your industry, from the customer's WhatsApp to the staff inbox and reports.

Visibility	Profile views, calls, direction requests, website clicks
AI visibility	AI Visibility Score and question-level trend
Reviews	Review count and rating
Content	What was published
Engage	Conversations, qualified leads, requests, handover rate, response time, top customer questions
Review call	45 minutes: what worked, what to fix, next month's priorities

Weeks 1–2	Visibility Check, WhatsApp set-up, knowledge-base collection
Weeks 3–4	Profile optimisation, assistant build and testing, first content
Day 30	Assistant live; first monthly report
Months 2–3	Execute the 90-day plan; 90-day review

Detailed scope

You receive

Google Business Profile

Listing hygiene

AI-answer tracking

Approved content

Website and WhatsApp assistant

Enquiry and booking requests

Human handover

Volume