Segmented communication and automations to strengthen customer relationships

Viviane Brandão Shoes uses automations and segmentation to improve relationships and encourage repurchases.

Footwear Automação Segmentation E-commerce Customer relationship Recuperação de carrinho

Summary: Reduce manual work with automated communication, improve customer engagement through segmented messages, recover sales opportunities from abandoned carts, and create an efficient cadence for repurchase and review.

A feature connected to the customer's real workflow.

Viviane Brandão Shoes is a brand specializing in women's footwear manufactured in-house, highlighted by 3 cm mini heels, offering a wide variety of styles for women interested in exclusive fashion footwear. Strengthen customer relationships, encourage first purchases, recover abandoned carts, incentivize repeat purchases and keep customers informed about their orders and shipments.

Use automations configured to welcome new customers, recover abandoned carts, confirm orders, notify about pending payment, update shipping, request a review after purchase, encourage repeat purchases with a coupon, and notify about order cancellations. Tag-based segmentation lets you send specific messages to different audiences, avoiding generic communication and spam.

01 Message automation for different customer stages

02 Segmentation that avoids generic communication and spam

03 Abandoned cart recovery

04 Incentive for first purchase and repurchase

The project turns conversation into an operational process.

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

Maintain efficient, personalized contact with different customer profiles by avoiding generic messages and reducing manual communication work, while encouraging repeat purchases and improving the customer experience. Implement complete automations and advanced segmentation via WPP Marketing that automate essential communication processes and send specific messages to segmented audiences, keeping customers informed and engaged.

WPP Marketing resources used.

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

Welcome for new customers Order cancellation Solicitacao de avaliacao Recuperacao de carrinho abandonado First-purchase incentive Repurchase with coupon Atualizacao de envio Payment pending

Welcome for new customers

welcomes new customers with an automatic message

Active automation

Order cancellation

notifies customers about cancellations and opens the way for support

Active automation

Solicitacao de avaliacao

asks for a review after the purchase experience

Configured time: 7

Recuperacao de carrinho abandonado

recover customers who started a purchase but didn’t finish

Configured time: 60

First-purchase incentive

engages the customer at the moment they show interest

Active automation

Repurchase with coupon

re-engage customers after purchase with return incentives

Configured time: 7

Segmentation: use labels to separate audiences and campaigns

How it works for the customer.

The page translates the usage flow into a public-facing, clear narrative that doesn't read like internal documentation.

Automation sends personalized messages based on customer behavior The company quickly understands where WhatsApp fits into the journey.

Tag-based segmentation identifies specific profiles and needs This step keeps service, sales, campaign or support connected to the conversation history.

Messages are sent automatically at strategic times This step keeps service, sales, campaign or support connected to the conversation history.

E-commerce platform integration keeps data synchronized This step keeps service, sales, campaign or support connected to the conversation history.

Campaigns are organized by audience to avoid spam This step keeps service, sales, campaign or support connected to the conversation history.

Next steps for setup.

Segmentation is essential for relevant communication and engagement

Automação reduz esforço manual e aumenta eficiência

Personalized messages improve the customer experience

E-commerce integration streamlines processes and provides real-time updates

Further enhance segmentation for seasonal campaigns and explore new automations that can expand customer support and communication personalization.

Want to apply WPP Marketing to your company's WhatsApp?

WPP Marketing structures automations, campaigns, customer service, recovery, repurchase, post-sale and integrations for the brand's real-world operations.

Começar agora