Retail, e-commerce, D2C

Move the transaction into the thread.

Conversational commerce, branded order updates, cart recovery and AI-powered customer service across SMS, WhatsApp, RCS and Viber. More conversions, fewer support tickets, stronger loyalty — measured per campaign.

The landscape

Your customers buy in messaging apps. Your stack should too.

Consumers open WhatsApp fifty times a day and your newsletter once. Rich, branded, conversational touchpoints in the thread outperform email for transactional, promotional and post-purchase communication — often by multiples. Getting there means picking the right channel for each moment, respecting opt-in rules, and integrating deeply with the commerce stack you already run.

3–8×

Engagement uplift of RCS vs SMS

98%

WhatsApp open rate within 1 hour

20–40%

Typical cart recovery conversion

24h

WhatsApp customer service window

The challenges

What keeps teams up at night.

Cart abandonment at scale

Email reminders are ignored. SMS is ignored when not branded. A well-timed, branded WhatsApp or RCS message with product image and resume-cart link converts materially better.

Channel fragmentation

SMS for OTP, email for receipts, WhatsApp for support, Instagram DM for promos. Customers do not care about channels — they care about continuity. Your stack must enable it.

Post-purchase experience

Order confirmations, shipping updates, delivery, returns. This is where loyalty is built or broken. Generic SMS alerts leave value on the table.

Peak-season reliability

Black Friday, Prime Day, Christmas. Delivery degradation during peak events is when the reputation of your messaging provider is tested.

Support volume

Inbound "where is my order" messages flood your support queue during peaks. Without conversational AI deflection, agent costs and response times become problems.

Loyalty program fatigue

Customers opt-out of loyalty SMS when every message feels generic. Segmentation, personalization and channel choice turn loyalty into actual retention.

How we help

Solutions tuned to your sector.

WhatsApp conversational commerce

Product catalogs, carousels, cart assembly and checkout inside WhatsApp — with template governance and Meta-compliant opt-in flows.

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RCS branded order updates

Verified sender, logo, tracking card with live status, delivery ETA, and tap-to-contact carrier — on every supported Android device, with SMS fallback.

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AI customer service

LLM-powered agent deflects 40–60% of "where is my order", returns and product questions. Human handoff with full context when it matters.

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Cart recovery automation

Time-sequenced cart recovery across SMS, WhatsApp and RCS with A/B testing, opt-out management and measurable conversion per channel.

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Typical workflows

What the end-to-end flow looks like.

Cart abandoned

Time-delayed branded message on the customer's preferred channel, with product image and one-tap resume-cart link.

Order confirmed

Branded order confirmation on WhatsApp or RCS with items, totals, and tracking card updating as status changes.

Out for delivery

Real-time delivery update with courier details, ETA window and tap-to-contact action. Post-delivery review request after drop-off.

Post-purchase support

Inbound WhatsApp handled by AI first, routed to agent for returns or complex cases, with conversation history visible in your CRM.

Outcomes

Attribution you can trust. Conversion you can repeat.

We run messaging programs for mid-market D2C brands and large retail groups across Europe and LATAM. The playbooks that work at scale share the same backbone: the right message, on the right channel, integrated into the commerce stack, measured honestly.

20–40% cart recovery conversion on well-designed WhatsApp and RCS flows
40–60% support volume deflection via AI customer service on WhatsApp
Branded RCS templates with 3–8× engagement vs SMS at comparable cost
Native connectors to Shopify, Magento, WooCommerce, BigCommerce, Salesforce Commerce
Peak-season route reinforcement with pre-approved templates and quota uplift
Unified conversational inbox across SMS, WhatsApp, RCS, Viber and Instagram DM

Solutions for this sector

The building blocks we pair together.

WhatsApp Business API RCS Business Messaging SMS Messaging Viber Business Messages AI Conversational Messaging Worldwide Delivery

FAQ

Frequently asked questions

How fast can we launch WhatsApp conversational commerce?

A compliant pilot typically runs within 3–4 weeks: Meta Business verification, number provisioning, template design and submission, integration to your commerce platform. Full rollout with catalog and AI agent follows in another 4–6 weeks.

Which commerce platforms do you integrate with?

Native connectors to Shopify, Magento, WooCommerce, BigCommerce and Salesforce Commerce Cloud. Custom connectors to bespoke platforms built by our consulting team. Inbound events trigger messaging, outbound actions update commerce state.

What are realistic cart recovery numbers?

Well-designed WhatsApp or RCS cart recovery flows convert in the 20–40% range on eligible carts in first 24 hours. SMS-only flows typically sit at 8–15%. Actual numbers depend on category, price point, and audience.

How do we measure channel attribution?

Deep-link tracking with per-campaign UTM, conversion webhooks from your commerce platform, and a unified dashboard that shows sent → delivered → clicked → purchased per channel and per template.

What about opt-in and compliance?

We implement compliant opt-in flows (explicit consent at checkout or in-account), respect regional rules (GDPR, EU ePrivacy, Brazilian LGPD), and handle opt-outs centrally. Meta and Google consumer protection rules are enforced by us, not by you.

Can AI handle seasonal peaks?

Yes — that is when AI deflection matters most. We scale conversational AI capacity for peak periods, and keep human handoff available for complex or high-value cases. Typical peak deflection: 50–70% without CSAT degradation.

Let's talk about retail & e-commerce.

Share your stack, your region, your regulatory constraints. We reply within one business day with a concrete plan.

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