This is a sample story that shows how a typical project works. Bloom & Basket is an illustration, not a real customer, and the figures are examples.
Bloom & BasketOnline grocery and fresh produce storePune, India
How an online grocery store replaced manual order chasing with WhatsApp automation
Bloom & Basket moved order confirmations, cash on delivery checks and cart reminders from a personal phone to automated WhatsApp flows connected to Shopify.
- Shopify integration
- Automation
- Team inbox
- Broadcast messaging
- More orders confirmed on WhatsApp
- 3.2x
- More orders confirmed on WhatsApp
- Fewer cash on delivery returns
- 41%
- Fewer cash on delivery returns
- Of abandoned carts recovered
- 18%
- Of abandoned carts recovered
What Bloom & Basket set out to achieve
The goal behind the project, and what success needed to look like.
Bloom & Basket wanted every customer to feel looked after from the moment they order to the moment the delivery arrives, without the founders spending their evenings answering messages one by one.
- Goal 01
Confirm every order within minutes, day or night
- Goal 02
Cut failed cash on delivery orders before they leave the warehouse
- Goal 03
Bring back shoppers who leave items in their cart
- Goal 04
Give the support team one shared place to answer customers
Growing fast, held back by manual work
Demand was there. The way the team handled it could not keep up.
Orders were growing fast, but every customer conversation ran through one personal WhatsApp number. Two people copied order details from Shopify into chats by hand, and nobody could see who had already replied to whom.
Every step below was repeated for every customer, every day.
A typical day before WP Tool
- 1Copy each new order from Shopify into a spreadsheetManual
- 2Message the customer from a personal phone to confirmManual
- 3Call cash on delivery customers who did not replyManual
- 4Search old chats to answer where-is-my-order questionsManual
The project at a glance
The business, the team and the scope of the rollout.
- Industry
- E-commerce, fresh groceries
- Team
- 2 founders, 3 support staff
- Orders
- About 250 a day
- Store platform
- Shopify
- Rollout
- 3 weeks
- Main channel
- WhatsApp Business API
WP Tool features used
- Shopify integration
- Automation
- Team inbox
- Broadcast messaging
What was costing them customers
The problems we needed to solve before anything else could improve.
Slow confirmations
Orders placed after 8 pm waited until the next morning for confirmation, and some customers ordered elsewhere.
Costly cash on delivery returns
Unconfirmed cash on delivery orders were shipped anyway, and about one in five came back undelivered.
Messages lost in one phone
All chats lived on a single device, so questions were missed and two people sometimes answered the same customer.
Manual data entry
Hours every day went into copying names, addresses and order numbers between Shopify, spreadsheets and chats.
How we automated it, step by step
A focused rollout, one workflow at a time, so the team could keep working throughout.
- Step 01 · Week 1
Moved to the official WhatsApp Business API
We connected and verified their business number, so messages could be automated and shared by the whole team.
WhatsApp Business API - Step 02 · Week 1
Connected Shopify
New orders, checkouts and deliveries now flow into WP Tool automatically, with no copying or spreadsheets.
Shopify integration - Step 03 · Week 2
Automated confirmations and cash on delivery checks
Every order triggers an instant confirmation. Cash on delivery orders ask the customer to confirm with one tap before packing.
Automation - Step 04 · Week 3
Added cart reminders and a shared inbox
Abandoned checkouts get a friendly reminder an hour later, and every reply lands in a shared inbox with clear ownership.
Team inbox
The outcome: more leads, more orders, less busywork
Within the first two months, confirmations went out in seconds instead of hours, fewer unwanted cash on delivery parcels left the warehouse and the team stopped copying data by hand.
3.2x
More orders confirmed
Instant automated confirmations reach customers while they are still engaged.
41%
Fewer cash on delivery returns
Orders only ship after the customer confirms on WhatsApp.
18%
Of abandoned carts recovered
One friendly reminder with a button that restores the cart.
20 hrs
Saved every week
No more copying order details between tools by hand.
| Workflow | Before | With WP Tool |
|---|---|---|
| Order confirmation | Next morning, by hand | Instant and automatic |
| Cash on delivery checks | Phone calls | One-tap confirmation |
| Customer questions | One personal phone | Shared team inbox |
| Order data | Copied into spreadsheets | Synced from Shopify |
In their words
A sample quote, showing where the customer's own words will go.
“We used to spend every evening confirming orders from one phone. Now confirmations go out on their own, our team shares one inbox and we finally have time to grow the business.”
- More orders confirmed on WhatsApp
- 3.2x
- More orders confirmed on WhatsApp
- Fewer cash on delivery returns
- 41%
- Fewer cash on delivery returns
- Of abandoned carts recovered
- 18%
- Of abandoned carts recovered
What any business can learn from this
Lessons that apply whatever you sell and however big your team is.
- Takeaway 01
Automate the first message
Instant confirmations build trust and stop customers wondering whether an order went through.
- Takeaway 02
Confirm before you ship
A one-tap cash on delivery check is the cheapest way to cut returns.
- Takeaway 03
Connect your store
Syncing orders from Shopify removes manual copying and the mistakes that come with it.
Want results like Bloom & Basket?
Tell us about your business and we will show you what WhatsApp automation could do for your leads, orders and support.
- 1We review how you handle customers today
- 2We map the automations that save you the most time
- 3We set everything up and train your team