In this compilation, you’ll find 8 retail and e-commerce businesses that have used WhatsApp to:
- Draw their customers closer
- Increased engagement
- Grow revenue
For each business, we share:
- What the business is and does
- What their unique challenges were
- How they used WhatsApp to fix it
- The results they got using WhatsApp
We aim to provide you with inspiration on the various ways you can use WhatsApp for your retail and e-commerce business.
Happy reading!
| With TelebuSocial, you have all you need to provide your customers with the best shopping experience on WhatsApp. From complete features to excellent support from our team. Get started for free or schedule a demo. |
WhatsApp for e-commerce example: Coppel
Coppel’s use of WhatsApp for payment and collection services is a fantastic example of how you can use a popular messaging platform to improve customer interactions and service efficiency.
By sending direct and personal payment reminders, Coppel has made the payment process simpler and more convenient for their customers, leading to higher satisfaction and better payment compliance.
Company – Coppel
Coppel is a well-known retail chain in Mexico, known for its vast selection of products ranging from electronics and furniture to clothing and even financial services.
It started as a small family business in 1941 and has grown into a big name with stores nationwide. What makes Coppel stand out is its focus on making shopping accessible to everyone.
They offer credit solutions that help folks buy what they need without breaking the bank. Whether you’re popping in to upgrade your phone or to furnish your new home, Coppel aims to make your experience as smooth and enjoyable as possible.
Plus, their commitment to customer service means you’re treated more like a neighbour than just another shopper.
So next time you’re in Mexico and need to pick up a few things or just want to see what the buzz is all about, swing by Coppel.
Their objective
Coppel wanted to make the payment process as simple as possible for their customers who purchase using their credit facility.
Using WhatsApp, they wanted to provide a more direct and personal way to remind customers about upcoming payments, helping them stay on top of their financial commitments and avoid late fees.
Their strategy
Coppel’s strategy involved leveraging WhatsApp to create a more effective and engaging payment reminder system.
Here’s how they did it:
- Payment reminders: Coppel sent reminders about upcoming payments directly to customers’ WhatsApp, ensuring they were always aware of due dates.
- Direct communication: Customers could respond to these messages if they had any questions or issues, making it easy to get help quickly.
- Personal touch: WhatsApp allowed for a more personal approach, as messages felt more like a friendly reminder than a formal notice.
This strategy used WhatsApp’s direct and personal nature to engage customers more effectively and make the payment process more convenient.
The outcome
The results were positive, significantly improving payment timeliness and customer engagement. Here are some of the key outcomes:
- Timely payments: A noticeable increase in the number of customers paying on time, reducing the number of late payments and associated fees.
- Customer engagement: Higher levels of customer interaction, with many customers appreciating the ease of communicating via WhatsApp.
- Improved satisfaction: Overall, customer satisfaction improved due to the convenience and personal touch of the service.
See how TelebuSocial can help you achieve this and more. Schedule a demo to see how it works.
WhatsApp for e-commerce example: Source.One
Source.One, a pan-India B2B commerce platform for chemicals and raw materials, leveraged WhatsApp to achieve explosive growth.
By creating a pan-India network of buyers and suppliers, Source.One offers manufacturers broader access to better prices and a wider range of options beyond their local suppliers.
The challenge: outdated procurement processes
Traditionally, Indian manufacturers were limited by their dependence on local suppliers, often facing inflated prices and limited options.
Source.One aimed to disrupt this by creating a nationwide network connecting buyers and suppliers for better deals and a wider selection.
However, achieving this vision required a highly scalable communication channel to facilitate real-time communication, pricing updates, and streamlined transaction processes.
Their strategy
Source.One partnered with a cloud communications provider to build a unique B2B platform powered by the WhatsApp Business Platform.
Here’s how it worked:
- Inventory & price sharing: Suppliers shared their inventories and pricing directly through WhatsApp chats.
- Daily notifications: Source.One sent daily updates to buyers highlighting pricing and product availability.
- Streamlined communication: Buyers could easily initiate conversations with Source.One teams directly within WhatsApp for further discussion.
- Quick order processing: Once purchase intent was confirmed, Source.One teams created order requests efficiently within the WhatsApp chat.
- Fast approvals: Buyers simply responded with a quick reply button to approve orders, eliminating lengthy back-and-forth communication.
The results
By switching to WhatsApp-powered communication, Source.One achieved significant improvements:
- Transaction time Cut by 86%: Gone were the days of 6-8 hour phone calls. Transactions now take just 10 minutes to complete.
- Customer base explodes: Source.One’s customer base grew tenfold in just three years.
- Revenue soars: This surge in customers resulted in a $205 million revenue increase attributable directly to WhatsApp.
- Scalability for growth: The platform seamlessly handles 35,000 daily pricing updates and 25,000 requests for quotes.
See how TelebuSocial can help you engage with customers and sell more on WhatsApp. Schedule a demo to see how it works.
WhatsApp for e-commerce example: Purple Panchi
Purple Panchi is a boutique renowned for its bespoke ethnic wear, which celebrates India’s rich traditions in craft, fabric, and colour.
With a commitment to ethical business practices, they ensure fair wages for their artisans and are conscious of their environmental impact.
Founded with a passion for preserving traditional craftsmanship, Purple Panchi stands out for its dedication to quality and sustainability.
Their objective
Purple Panchi set out with a clear vision to offer customers a personalised and secure communication channel while reducing the costs associated with customer support.
They aimed to simplify the buying process by creating a seamless shopping experience.
Their strategy
They decided to embrace WhatsApp from the start.
Since its inception in 2017, Purple Panchi has used WhatsApp for customer interactions. Unlike other chat apps tied to websites, WhatsApp was chosen because it was already in widespread use among their customers. This made it the perfect platform for engaging with their audience anytime, anywhere.
Secondly, they integrated sales and service features
As the business grew, so did the demand for efficient customer service. Purple Panchi noticed that WhatsApp usage surged during new product launches, revealing its potential for deeper customer engagement.
They integrated WhatsApp Business with Shopify, creating a powerful tool for both service and sales. Key features included:
source: facebook.com
- Multi-product messages: These guided customers through their shopping journey, allowing them to browse the product catalogue, ask questions, and add items to their cart — all on WhatsApp.
- Streamlined checkout: Customers can complete their purchases directly through Shopify and receive updates and notifications via WhatsApp.
- Automated notifications: Purple Panchi automated most customer notifications, reducing the manual workload and ensuring timely updates.
The results
- Increased order values
- WhatsApp boosted sales by 20% with personalised shopping.
- Enhanced customer support efficiency
- WhatsApp sped up support by 75%, handling more queries with fewer staff.
- WhatsApp cut support costs by 80%, freeing up resources.
See how TelebuSocial can help you engage with customers and sell more on WhatsApp. Schedule a demo to see how it works.
WhatsApp for e-commerce example: Multicenter
Multicenter is a long-standing store in Bolivia that sells great stuff for your home. They were one of the first big stores in Bolivia to start selling online, making it easier for people to shop.
Their objective
During the pandemic, Multicenter was getting a lot more calls from customers than they could handle. They needed a better way to help people, especially when they were buying expensive things.
Their strategy
They decided to use WhatsApp because so many of their customers already had it. They worked with a company called Aldeamo to set up WhatsApp Business.
Here’s how it worked:
- Personalised help: When customers messaged Multicenter on WhatsApp, they got a welcome message and some answers to common questions. Then, a real person would join the chat to help them find the right product and answer their questions. Agents could even send pictures and details about products directly on WhatsApp.
- Faster service: Agents could talk to up to six customers at once on WhatsApp, so they could answer people much faster. This meant customers didn’t have to wait as long for help.
- More sales: Multicenter used WhatsApp to help customers buy things and even suggested other products they might like. They could also send special offers to customers at certain times, like during Black Friday sales.
The result
Implementing the WhatsApp Business Platform allowed Multicenter to meet the increased demand for customer service while driving significant sales growth:
- 25% of e-commerce sales attributed to WhatsApp.
- 3x higher sales conversions through WhatsApp compared to phone.
- 6 simultaneous conversations managed by each agent, leading to faster service.
- 85% average monthly customer satisfaction score.
See how TelebuSocial can help you engage with customers and sell more on WhatsApp. Schedule a demo to see how it works.
WhatsApp for e-commerce example: Merco
Merco Supermercado is a well-established supermarket franchise. They boast over 30 locations across Nuevo León and Coahuila, Mexico.
Merco has built a reputation for high-quality goods at affordable prices. They also ensure that each shopper’s experience is personal and memorable.
Their objective
Merco’s mission is to maintain and enhance personal relationships with their customers.
As the company expanded, they recognised the need to make customer service faster and more convenient while also improving their ability to reach more shoppers with timely information about sales and promotions.
The goal was clear — create a customer experience that’s as personal as possible while being scalable and efficient.
Their challenge
Merco’s growth to over 30 stores brought new challenges.
Customers were increasingly asking for more information through various channels, such as phone, SMS, and social media.
However, these traditional channels were proving inefficient, often leaving customers waiting in call-back queues for hours.
Additionally, the marketing team was spending significant resources on mailing printed flyers, which lacked the immediacy and engagement that digital channels could offer.
Their strategy
Merco discovered that their customers preferred WhatsApp as their primary communication channel.
Recognising this, the company partnered with GUS Chat to create a WhatsApp chatbot.
This chatbot would not only handle customer service inquiries but also support Merco’s digital marketing efforts.
To drive customers to their new WhatsApp channel, Merco implemented a multi-faceted promotion strategy:
- QR Codes on Receipts and In-Store Signage: Customers could easily scan a QR code to connect with Merco on WhatsApp.
- Click-to-WhatsApp ads: These ads were featured on Merco’s website and Facebook page, allowing customers to start a WhatsApp chat with a single click.
- Once connected, customers were greeted with a menu of options to resolve common queries, such as product availability, price checks, or issues with receipts.
- The chatbot was available 24/7, allowing customers to get the help they needed at their convenience. If a customer’s inquiry couldn’t be resolved by the chatbot, they had the option to escalate the issue to a live agent during business hours.
The results
- In just 18 months, Merco saw 95% of their customer interactions occur through WhatsApp, a dramatic shift from other channels.
- The chatbot was highly effective, with 67% of customer inquiries being resolved without needing to involve a live agent.
- This automation allowed Merco’s customer service team to focus on more complex issues, leading to a 40% improvement in employee productivity.
- By encouraging customers to opt-in to WhatsApp communications through QR codes and Click-to-WhatsApp ads, Merco’s marketing database grew by 70%.
This growth didn’t require any additional marketing expenses, making it a cost-effective strategy.
See how TelebuSocial can help you engage with customers and sell more on WhatsApp. Schedule a demo to see how it works.
WhatsApp for e-commerce example: KiKUU
KiKUU is an online marketplace offering a wide range of products for everyday life. It provides customers in over 16 African countries with access to essentials for the home, clothing, and other items.
KiKUU was established in 2015 with headquarters in Hangzhou, China. And today, it has grown to offer millions of products and serve over 10 million customers worldwide.
One thing customers love about KiKUU is its affordable prices for quality products. That’s why KiKUU is a popular choice for budget-conscious shoppers.
Their objective
KiKUU wanted to reach more people and sell more things across Africa. And they realized that talking to customers on the phone or sending emails wasn’t working as well as they wanted.
In Africa, most people use WhatsApp to communicate and reach each other. So, KiKUU decided to get into their preferred route. They started using WhatsApp to talk to customers and help them buy things.
Their strategy
KIKUU wanted to improve how they talked to customers and sold more products. They thought WhatsApp, a popular messaging app in Africa, could be the answer.
So, what did they do?
They worked with a company called Sanuker to make WhatsApp work better for their business.
The first step was to move their WhatsApp system to a new, more efficient platform called Cloud API.
This saved them money.
The next step?
After setting up their WhatsApp system, KiKUU wanted to see if sending special messages to customers would increase sales.
They sent messages with pictures and buttons to a group of customers who had agreed to receive them. To compare results, they also sent the same messages through other methods.
And their goal?
After comparing the results of the WhatsApp messages with other methods, KiKUU could figure out if WhatsApp was a better way to reach customers and sell products.
The outcome
The results were good:
- Customers opened WhatsApp push notifications 70% more often than messages sent via other channels.
- 60% increase in sales conversions and a 45.4% increase in gross merchandise value.
- The platform’s user-friendly interface and interactive features improved customer satisfaction and loyalty.
- 35% increase in unique customers.
See how TelebuSocial can help you engage with customers and sell more on WhatsApp. Schedule a demo to see how it works.
WhatsApp for e-commerce example: Fnac Darty
Fnac Darty is a huge name in European shopping, especially for home appliances, electronics, and entertainment. With stores all over Europe, the Middle East, and Africa, it’s been a trusted brand for a long time.
People love shopping there because they can buy things in-store, online, or even pick them up after ordering online.
When the COVID-19 pandemic hit, more people started shopping online and picking up their orders. This showed Fnac Darty that they needed to improve their customer service to keep up with the changing times.
Their objectives
With the world going digital, Fnac Darty knew they had to change how they helped their customers. They wanted to ensure their support was easy to use, fast, and able to handle the growing number of people using digital services.
Their strategy
Fnac Darty, the big-name electronics store, wanted to ensure top-notch customer service for years to come.
So, it teamed up with Alcméon, a company that specializes in messaging solutions for businesses.
Together, they created a customer service plan that used a mix of messaging apps, such as Facebook Messenger, Instagram, and WhatsApp. This way, customers could get help wherever they felt most comfortable. It was all about making sure customers felt supported and understood.
The results
Focusing on messaging, Fnac Darty completely changed how they helped their customers.
- More chats: Between January and November 2021, they had over a million conversations with customers on apps like Messenger, Instagram, and WhatsApp.
- Quick replies: 91% of customers who talked to a real person got an answer within an hour.
- Faster conversations: The average conversation was much shorter on messaging apps than on email, making things easier for customers and employees.
- Bye-bye, email: They decided to stop using email for customer service, which helped them reduce their email use by 70%. This meant they could focus more on the apps that worked better.
See how TelebuSocial can help you engage with and delight your customers on WhatsApp. Schedule a demo to see how it works.
WhatsApp for e-commerce example: 6thStreet
6thStreet, a dynamic e-commerce platform, is a major player in the Middle Eastern footwear market.
As a subsidiary of the retail behemoth Apparel Group, with over 1,800 stores and 80 brands under its umbrella, 6thStreet has carved a niche for itself in online shoe sales across six countries.
Unlike its parent company, 6thStreet is exclusively online. Offering customers the convenience of digital shopping with the option to pick up their purchases at physical Apparel Group stores.
Their objectives
Despite its strong online presence, 6thStreet sought to amplify its customer engagement and boost sales.
The company aimed to identify a more personalised, scalable, and cost-effective marketing channel to enhance brand visibility, drive repeat purchases, and reduce customer attrition.
Their strategy
6th Street partnered with Netcore Cloud and ORI to leverage artificial intelligence and create highly personalised customer experiences.
- AI-powered personalisation: By integrating AI into its WhatsApp chatbot, 6thStreet delivered tailored product recommendations, abandoned cart reminders, and interactive quizzes, fostering deeper connections with customers.
- Rich media engagement: To enhance the shopping experience, the company incorporated visually appealing elements such as images and GIFs into WhatsApp conversations.
- Data-driven insights: With advanced analytics, 6thStreet gained valuable insights into customer behaviour. Now, they could optimise campaigns and tailor messages effectively.
- Interactive customer feedback: By encouraging customer feedback through WhatsApp, the company actively sought to improve products, services, and overall customer satisfaction.
The results
6thStreet’s WhatsApp-centric approach yielded extraordinary results:
- 20x ROI: Compared to SMS, WhatsApp generated a staggering 20 times higher return on investment within a 30-day period.
- Doubled CTR: The company experienced a remarkable 100% increase in click-through rates on WhatsApp compared to previous marketing channels.
- Sixfold Increase in customer ratings: The number of customer ratings and reviews surged by 600%, leading to a more robust online reputation and increased trust.
- 20% Boost in customer satisfaction: A 20% improvement in overall customer satisfaction was recorded, demonstrating the positive impact of personalized WhatsApp interactions.
See how TelebuSocial can help you engage with customers and sell more on WhatsApp. Schedule a demo to see how it works.
