WhatsApp playbook: online store

Example approach. This page shows how we typically plan this kind of project. It is not a specific client’s story, and the figures we track depend on your business.

How we plan WhatsApp marketing for an online store that wants fewer abandoned carts and more repeat orders.

The situation

An online store sends order updates by SMS and email, and replies to customer questions from a phone. Many customers add products to cart but do not complete the order, and past buyers rarely come back.

Common challenges

• Customer questions get slow replies from one phone.
• No reminder reaches people who leave items in the cart.
• Offers go to everyone at once, so many people opt out.
• Order updates cost more than they need to.

Our approach, step by step

1. Set up the API on a provider platform. One number shared by the team, with a common inbox
2. Approve the key templates. Order confirmation, shipping update, cart reminder and offer templates
3. Automate common answers. Order status, return policy, sizes and delivery times answered instantly
4. Add a cart reminder. One helpful reminder a few hours after a cart is left, with the product photo
5. Segment the list. New buyers, repeat buyers and people inactive for 90 days get different messages
6. Run Click-to-WhatsApp ads. New customers start a chat from Instagram, and replies are free for 7 days
7. Report monthly. Messages sent, replies, orders and cost per order

What we track

• Cart recovery rate
• Replies and orders per broadcast
• Opt-outs and quality rating
• Message cost per order

What you get every month

• Campaigns sent and their results
• Chatbot conversations handled
• Suggestions for the next month

What to expect, and when

Setup and template approval usually take one to two weeks. Automations start working as soon as they go live, and campaign results build over the first two months.

Want this for your business? See our WhatsApp Marketing service or the WhatsApp Marketing presentation, and book a free consultation.