notifies customers about cancellations and opens the way for support
Active automationSegmented communication and automations that strengthen the Pet Trevo customer experience
Pet Trevo uses automations and segmentation to improve communication, support, and repeat purchases of pet products.
Summary: Using automations and segmentation helps recover sales opportunities, keeps customers informed about their orders, creates a repurchase and review cadence, and reduces manual work for the customer service and marketing teams.
A feature connected to the customer's real workflow.
Pet Trevo is an online store offering toys, treats, natural chew toys and accessories for dogs and cats, focused on quality, health and fun for pet well-being. It serves customers across Brazil and aims to strengthen relationships with its audience, made up of pet owners and lovers. Improve communication with customers, reduce cart abandonment, ensure order tracking, request reviews and provide efficient support, all while avoiding generic messages and spam.
Uses automations configured for abandoned cart recovery, order confirmation, shipping updates, pending payment notice, order cancellation and review request. It also runs mass campaigns segmented by tags that identify audiences such as new customers, at‑risk customers, inactive customers, recent buyers and top customers.
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abandoned cart recovery
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automatic order confirmation
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shipping update and tracking
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pending payment reminder
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 communication with different customer profiles in a pet e-commerce operation, without overloading the team with manual tasks and avoiding intrusive or generic messages. Implement message automations for every stage of the purchase and post-sale cycle, combined with mass campaigns segmented by tags that allow sending specific content to distinct audiences, ensuring relevance and engagement.
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.
asks for a review after the purchase experience
Configured time: 10recover customers who started a purchase but didn’t finish
Configured time: 60keeps the customer informed about shipping and tracking
Active automationreminds customers about orders not yet paid
Active automationautomatically confirms approved orders
Active automationBulk messages: there are signs of campaigns or sends configured for active communication.
Segmentation: use labels to separate audiences and campaigns
How it works for the customer.
The flow shows how campaigns can be sent to the right audiences, reducing generic communication and avoiding a spammy experience.
01
Audience segmentation for targeted campaigns
Communication stops being generic: campaigns can be targeted to audiences such as new customers, at-risk customers, inactive customers, recent purchasers, and top customers.
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Audience segmentation for targeted campaigns
Communication stops being generic: campaigns can be targeted to audiences such as new customers, at-risk customers, inactive customers, recent purchasers, and top customers.
03
Automation sends automatic messages at key stages of the customer journey
This step keeps service, sales, campaign or support connected to the conversation history.
04
Segmentation uses tags to separate audiences and target specific campaigns
Communication stops being generic: campaigns can be targeted to audiences such as new customers, at-risk customers, inactive customers, recent purchasers, and top customers.
05
Mass campaigns avoid spam by focusing on segmented groups such as new customers and inactive customers
Communication stops being generic: campaigns can be targeted to audiences such as new customers, at-risk customers, inactive customers, recent purchasers, and top customers.
06
Integration with e-commerce platform enables real-time order status updates
This step keeps service, sales, campaign or support connected to the conversation history.
Next steps for setup.
Effective segmentation increases the relevance of communication
Automation reduces manual effort and improves the customer experience
Personalized messages help recover sales and encourage reviews
Keeping the customer informed throughout the entire process builds trust and loyalty
Further enhance targeting based on new purchasing behaviors, explore additional integrations to enrich customer data, and expand the use of automations for new communication flows.
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