Case study · Home textiles
Robo calls first, WhatsApp second: nothing ships unconfirmed at K-Linen
An automated robo call confirms every order, the official WhatsApp Business API follows up when nobody answers, and updates continue until delivery.
Project journey
K-Linen- Connect Shopify
- Call every order
- WhatsApp when the call drops
- Update until delivery
- Campaigns for bundles
Nothing bulky ships without a confirmed yes.
- Client
- K-Linen
- Industry
- Home textiles
- Platform
- Shopify
- What we did
- Robo call order confirmation, WhatsApp Business API, Shipping updates, WhatsApp campaigns
Results
What changed
- 93%
- Orders confirmed before dispatch
- 4x
- Faster order confirmation
- -46%
- Refused COD parcels
- 71%
- Confirmed on the first robo call
The challenge
What needed to change
K-Linen sells bulky, high-value bed linen, sofa covers and curtains, almost all on cash on delivery. Staff dialled every order by hand, most calls went unanswered, refused parcels cost freight both ways, and orders placed after the six-hour support day sat untouched.
Step by step
How we did it
The path from the first conversation to a setup that runs every day.
Step 01
Step 01
Connect Shopify
Texnity was connected to K-Linen's Shopify store.
Step 02
Step 02
Call every order
A robo call reaches the customer's own SIM and the keypress is written back to the order.
Step 03
Step 03
WhatsApp when the call drops
No answer? A WhatsApp template follows, and the sequence stops as soon as the customer replies.
Step 04
Step 04
Update until delivery
Dispatched, out for delivery and delivered updates with the tracking link.
Step 05
Step 05
Campaigns for bundles
Buy 3 and Buy 5 offers go out as targeted WhatsApp campaigns.
What we built
The solution
- 1
An automated robo call minutes after checkout; the customer presses a key to confirm or cancel.
- 2
An official WhatsApp Business API message when the call is not answered, with Confirm / Cancel buttons.
- 3
Shipping updates with the tracking link on the same WhatsApp thread.
- 4
Bundle offers sent as WhatsApp campaigns to past buyers from a verified business number.
The result
- Nothing bulky ships without a confirmed yes.
- Customers without WhatsApp are still reached by phone.
- Orders placed at night or on Sunday are confirmed automatically.
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