01The challenge
Interested shoppers, slow answers
Shoppers found the brand on Instagram and asked about designs, prices, stock and delivery before buying. At busy times, replies were slow, and shoppers had to switch between apps to get answers and check out.
Abandoned checkouts were rarely followed up, the team answered “where is my order?” by hand, and past buyers didn’t hear about new collections.
02What they switched on
The online store, connected to WhatsApp
The brand connected its WooCommerce store to WhatsApp with Samwad Shop.
- 1Samwad Shop →
Browse and buy from the chat
Shoppers get product images, catalogue links and store links for the designs they ask about, then buy in a few taps.
- 2Message templates →
Abandoned-checkout reminders and order updates
Shoppers who leave checkout get a reminder with a link back, and every order gets confirmation, shipping and delivery updates.
- 3Chatbot builder →
Answers to common questions
Questions about delivery, returns, exchanges and jewellery care are answered automatically.
- 4Campaigns →
New collections for past buyers
Opted-in customers hear about new collections, festive pieces and limited editions.
See it in WhatsApp
One of the automations above, as the customer sees it.
Illustrative chat. Names and details are examples.Yes, it’s in stock! ₹1,299, delivered in 3–5 days. Here it is 👇
10:41 amView productBuy nowLovely choice! Your order #2381 is confirmed ✅ We’ll message you when it ships.
10:43 am03The results
More orders, more repeat buyers
Orders that start in WhatsApp rose from 68 to 121 a month, and shoppers get a first reply in about 5 minutes instead of nearly 2 hours.
Returning customers rose from 26 to 47 a month. The brand checked these figures against its own order records.
04What you can copy
Lessons for e-commerce and D2C teams
- Answer product questions in the chat where shoppers already are, and link straight to the product.
- Abandoned-checkout reminders recover sales that would otherwise be lost.
- Tell past buyers about new collections first; they are your most likely customers.
How we measured
- 78% more orders from WhatsApp. Orders that started in a WhatsApp conversation rose from 68 to 121 a month. Period: Aug–Oct 2026 vs May–Jul 2026. Source: from the customer’s own reports.
- 5 min first reply to shoppers. Average first response, down from 1 hour 50 minutes (about 95% faster). Period: Aug–Oct 2026 vs May–Jul 2026. Source: from SAMWAD analytics.
- 81% more returning customers. Returning customers rose from 26 to 47 a month. Period: Aug–Oct 2026 vs May–Jul 2026. Source: from the customer’s own reports.