welcomes new customers with an automatic message
Active automationSegmented communication and automations that strengthen the customer experience
Benchy uses automations and segmentation to improve communication and build customer loyalty in a toy marketplace.
Summary: The solution helps recover sales opportunities, reduces the team's manual work, keeps customers informed about their orders, and creates an organized cadence of segmented communication, strengthening loyalty.
A feature connected to the customer's real workflow.
Benchy is an Argentine online store that offers a diverse catalog of toys, games, and hobbies, serving audiences such as children, teenagers, collectors, and hobby enthusiasts. The site is an e-commerce platform focused on entertainment and leisure. Improve the customer experience through automated and segmented communication, keeping customers informed and engaged while avoiding generic messages and spam.
Uses automations configured to welcome new customers, automatically confirm orders, and provide updates on product shipping and tracking. It also uses tag-based segmentation to send targeted campaigns to different audiences, such as new customers, at-risk customers, inactive customers, recent purchasers, and best customers.
01
Automatic onboarding of new customers
02
Confirmação automática de pedidos
03
Automatic shipping and tracking update
04
Segmented communication to avoid spam
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 an efficient, personalized relationship with diverse customers in a marketplace with an extensive catalog, avoiding generic communication and message overload. Implement automations for key messages (welcome, order confirmation, shipping update) and use tag-based segmentation to target specific campaigns, 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.
keeps the customer informed about shipping and tracking
Active automationautomatically confirms approved orders
Active automationSegmentation: 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.
01
Automation sends automated messages at key moments of the customer journey
The company quickly understands where WhatsApp fits into the journey.
02
Tag-based segmentation identifies different audiences for specific campaigns
This step keeps service, sales, campaign or support connected to the conversation history.
03
Integration with e-commerce platform keeps data up to date for automations
This step keeps service, sales, campaign or support connected to the conversation history.
04
Campaigns are targeted to segmented audiences, avoiding generic communication
This step keeps service, sales, campaign or support connected to the conversation history.
Next steps for setup.
Integrated automation with e-commerce optimizes communication and operations
Segmentation is essential to avoid spam and increase the relevance of messages
Automated messages at strategic moments improve the customer experience
Reducing manual work frees the team to focus on other tasks
Expand the use of segmentation for repurchase and review campaigns, and integrate new support features to further enhance the customer experience.
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WPP Marketing structures automations, campaigns, customer service, recovery, repurchase, post-sale and integrations for the brand's real-world operations.