This is an illustrative example of how a business in this sector typically uses WhatsApp Business. It does not describe a specific client. Ask us for references from businesses like yours.
The challenge
A typical D2C store loses many shoppers at checkout and its small support team spends hours answering "where is my order?" calls and emails.
The solution
Bring back abandoned carts and answer order queries instantly without growing the support team. The setup uses these WhatsApp Business capabilities:
- Bulk Broadcasts: Send approved template messages to lakhs of opted-in users with images, video, PDF and CTA buttons.
- No-code Chatbot: Drag-and-drop flows for FAQs, lead capture, order tracking and appointment booking.
- Shared Team Inbox: Multiple agents, one number — assign chats, add notes and track response times.
- Green Tick Assistance: Help with business verification and official account application.
How it is implemented
- Discovery call: map the current process, channels and goals.
- Setup & approvals: configure WhatsApp Business, complete required registrations and connect existing tools.
- Pilot: start with one team, branch or campaign and refine messages and workflows.
- Roll-out & training: extend to all users and train the team.
- Review: track the KPIs below weekly and optimise.
Expected outcomes
Businesses in E-commerce & Retail typically adopt this approach to save time, respond faster and make results measurable. Actual outcomes depend on volume, audience and execution — that is why we agree the KPIs up front and review them together.
KPIs to track
- Cart recovery rate
- Share of order queries resolved by the chatbot
- Average first-response time
- Repeat purchase rate