Overview
An online retail brand wanted to move beyond broadcast messages and run conversational sales on WhatsApp—the channel their customers already preferred.
The challenge
Support and sales teams were overwhelmed with repetitive order-status questions. Abandoned carts were only recovered via generic email blasts with low open rates.
Our solution
We deployed a WhatsApp bot connected to Shopify that shares product catalogs, sends order updates automatically, and runs timed cart-recovery messages with personalized product links.
Key deliverables
- WhatsApp catalog and quick-reply flows
- Order status automation from Shopify webhooks
- Abandoned cart recovery sequence
- CRM logging for all conversations
Results
Cart recovery improved significantly, support tickets dropped, and customers receive order updates on the channel they check most often.
28%
Cart recovery lift
45%
Fewer support tickets
24/7
Automated responses
3 min
Avg. first reply time
“WhatsApp is now our highest-converting channel. Customers love getting order updates instantly without calling us.”