Ecommerce · Europe
How an online clothing brand used WhatsApp to recover carts and answer sizing questions
示例说明
This is an illustrative example with a fictional company. It shows a typical setup, not real results.
Challenge
Example Apparel Co. sells clothing online across several European countries. Shoppers asked the same questions every day: which size to choose, when an order would arrive and how returns worked. Questions came in through Instagram DMs, email and a personal WhatsApp number on the support lead's phone. Abandoned carts were followed up by email only, and those emails were rarely opened.
What they built
- Connected their existing number with coexistence, so the support lead kept the app on her phone.
- Brought Instagram DMs and the website chat widget into the same team inbox.
- Trained an AI support agent on their size guide, delivery policy and returns page, with handoff to the support team for exchanges and complaints.
- Connected Shopify to send order and delivery updates as utility templates.
- Added an abandoned cart reminder for shoppers who opted in to marketing at checkout.
Results
In an illustrative setup like this, the team would expect to:
- Answer sizing and delivery questions instantly, at any hour, with the AI agent.
- Spend their time on exchanges and complaints rather than repeat questions.
- See cart reminder performance, including reads, clicks and recovered orders, in one campaign report.
- Keep a full history for every customer across WhatsApp, Instagram and the website.
“We stopped switching between apps. Every customer question now lands in one place, and the routine ones are answered before we even see them.”