Integrated automation to improve the experience and engagement of gourmet chocolate customers

Kaê Chocolates uses automation and segmentation to communicate with customers with personalized messages and recover abandoned carts.

Food and beverages Automação Segmentation Recuperação de carrinho Segmented campaigns WPP Marketing

Summary: Operational improvement in communication with customers, recovery of potential sales via abandoned carts, reduction of manual work in service, maintaining informed customers about their orders and payments, and efficient organization of segmented campaigns that stimulate repurchase.

A feature connected to the client's real routine.

Kaê Chocolates is an online store specializing in various chocolates, including limited editions, intense, milk, and white chocolates, as well as kits and subscription clubs, with shipping throughout Brazil. The target audience is consumers of chocolates and sweet lovers seeking gourmet and exclusive products. Improve customer relationships through automated and segmented messages, recover potential sales with abandoned carts, and keep consumers informed about their orders and payments.

Kaê Chocolates uses automations configured on the WPP Marketing platform, including abandoned cart recovery, first purchase incentive, shipment updates, pending payment reminders, and automatic order confirmation. Additionally, it segments its audience using tags to send specific campaigns to groups such as new, at-risk, inactive, and recent buyers, avoiding generic communication or spam.

01 recuperação de oportunidades de venda

02 reduction of manual work in service

03 keeping customers informed about order and payment status

04 creation of repurchase cadence

The project transforms conversation into an operational process.

The case shows the objective, resource used, and experience created on WhatsApp, without relying on internal metrics.

Maintain customer engagement in an online gourmet chocolate store, avoiding generic messages and ensuring customers are informed about their orders, payments, and repurchase opportunities, while recovering abandoned carts. Implementation of automations in WPP Marketing for automated and segmented messages, combining cart recovery, purchase incentives, shipping updates, payment reminders, and order confirmations. Use of segmentation by tags to prevent spam and target specific campaigns to distinct audiences.

WPP Marketing resources used.

This readout comes from the settings available in WPP Marketing and is publicly displayed, without real sales numbers, messages, or revenue.

Recuperacao de carrinho abandonado First purchase incentive Atualizacao de envio Pending payment Confirmacao de pedido Customer Segmentation

Recuperacao de carrinho abandonado

recovers customers who started but did not complete a purchase

Active automation

First purchase incentive

Stimulates the customer when they show interest

Active automation

Atualizacao de envio

Keep the customer informed about shipping and tracking

Active automation

Pending payment

reminds customers about unpaid orders

Active automation

Confirmacao de pedido

Automatically confirm approved orders

Active automation

Segmentation: uses labels to separate audiences and campaigns

Recent use: Cart Created: recurring use

Recent use: Order Shipping: recurring use

Recent use: Order Paid: recurring use

How it works for the customer.

The page translates the usage flow into a public, clear narrative without the appearance of an internal manual.

Automation of messages for abandoned cart recovery The company quickly understands where WhatsApp fits into the journey.

First purchase incentive via segmented messages The stage maintains atendimento, vendas, campanha or suporte connected to conversation history.

Automatic updates on shipping and order tracking The stage maintains atendimento, vendas, campanha or suporte connected to conversation history.

Automatic pending payment reminder The stage maintains atendimento, vendas, campanha or suporte connected to conversation history.

Confirmação automática de pedidos aprovados The stage maintains atendimento, vendas, campanha or suporte connected to conversation history.

Segmentação do público por etiquetas para campanhas específicas The stage maintains atendimento, vendas, campanha or suporte connected to conversation history.

Next steps in the setup.

Segmentação evita comunicação genérica e spam

Automação reduz trabalho manual e melhora eficiência

Personalized messages increase engagement

Keeping customers informed generates higher satisfaction

Evaluate the activation of the welcome automation for new customers, expand the use of segmented campaigns to additional audiences, and continuously monitor engagement for adjustments in communication strategies.

Want to implement WPP Marketing on your company's WhatsApp?

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