A skincare brand recovers 3.5x more carts on WhatsApp.

The challenge

A pan-India D2C skincare brand ran 100% of its customer communication through email, at 14% open rates. Most messages, including cart reminders, were never seen.

The brand was leaving repeat revenue on the table. Abandoned carts recovered at just 6.2%, and only 19% of customers came back for a second purchase. Email was the wrong channel for an audience that lived on WhatsApp.

The approach

Webzenia built a WhatsApp automation stack on the WhatsApp Business API, starting with compliant opt-in capture at checkout on Shopify. Customers chose to receive messages on the channel they actually read.

Abandoned-cart recovery ran as the first sequence. When a cart was left, an automated WhatsApp flow on n8n followed up with the specific items, timed to the buyer's behaviour rather than a fixed schedule.

We used OpenAI to personalise message copy by product and customer history, and wired Razorpay so a customer could complete payment without leaving the conversation. Post-purchase flows drove the second order.

Meta campaigns fed new subscribers into the opt-in list. The stack ran for 3 months to reach the reported figures.

The results

Cart recovery rose from 6.2% to 21.8%, more than triple the previous rate. Reminders now reach customers on a channel they actually open.

Repeat purchase rate climbed from 19% to 38%. Post-purchase WhatsApp flows brought buyers back for a second order that email never prompted.

The brand built a WhatsApp opt-in list of 8,200 subscribers in 3 months, from zero. Every subscriber opted in at checkout, so the audience is owned and reachable without paying for each impression again.

The stack behind it

• WBWhatsApp Business APILifecycle
• ShShopifyCommerce
• n8n8nAutomation
• OpOpenAIAI
• RaRazorpayCommerce
• MeMetaAds