Company Overview
This Jaipur-based D2C ethnic wear brand sells handcrafted kurtas, co-ord sets, and festive collections across India.
With strong traction from Instagram, influencer campaigns, and repeat customers, the brand was receiving hundreds of WhatsApp enquiries every week.
The Challenge
WhatsApp was their biggest sales channel, but it had also become their biggest operational bottleneck. Customer chats were scattered across multiple staff phones, follow-ups depended on memory, and high-intent buyers often went cold because no one replied fast enough.
The team struggled with abandoned carts, COD confirmation, size queries, delivery updates, and festive campaign broadcasts. During peak sale periods, the founder had no clear visibility into pending leads, agent performance, or how much revenue WhatsApp was actually influencing.
BetaXLab Solution
The brand implemented BetaXLab’s WhatsApp Business API platform with Shared Inbox, CRM, Automation Flows, Broadcast Campaigns, and Abandoned Cart Recovery.
The Shared Inbox helped the sales and support team manage every conversation from one dashboard. The AI Chatbot answered common questions around size charts, fabric, shipping timelines, return policies, and order tracking.
Automation Flows were created for new enquiries, cart abandonment, COD confirmation, post-purchase reviews, and repeat purchase nudges. Broadcast Campaigns were used for new launches, festive drops, back-in-stock alerts, and VIP customer previews.
Implementation
The rollout was completed in 10 days with a 5-member team: 3 sales executives, 1 support executive, and the founder overseeing campaign strategy.
BetaXLab helped migrate WhatsApp communication into one inbox, set up customer tags such as “Interested,” “Cart Abandoned,” “COD Pending,” and “Repeat Buyer,” and launch the first automated recovery campaign within the first week.
Results
Within 60 days, the brand recovered ₹8.7 lakh worth of abandoned carts and increased WhatsApp-driven revenue by 28%. First response time dropped from nearly 3 hours to under 4 minutes.
The team handled 2.4x more customer conversations without hiring additional staff. Cart recovery conversion improved from 6% to 17%, and campaign performance became visible from enquiry to purchase.
“Earlier, WhatsApp felt like controlled chaos. We knew customers were interested, but we kept losing them because our follow-ups were inconsistent. BetaXLab gave us structure, speed, and complete visibility. It now feels like WhatsApp is our best-performing sales team.”
When WhatsApp conversations are organized, automated, and tracked, D2C brands turn customer intent into predictable revenue.