Case study · Beauty & cosmetics (Spain)
Keeping a 24 to 48 hour delivery promise for ZENVY, in Spanish, without answering by hand
Texnity confirms every cash-on-delivery order on WhatsApp the moment it is placed, sends shipping updates in Spanish and answers product questions around the clock.
Project journey
ZENVY- Connect the Shopify store
- Confirm every COD order
- Send updates automatically
- Answer questions with AI
- One inbox for every channel
Only confirmed parcels leave the warehouse.
- Client
- ZENVY
- Industry
- Beauty & cosmetics (Spain)
- Platform
- Shopify
- What we did
- COD order confirmation, Spanish WhatsApp automation, AI agent, Shared inbox
Results
What changed
- 94%
- Orders confirmed before dispatch
- 3x
- Faster first reply
- -68%
- "Where is my order?" messages
- 2 min
- Average confirmation time
The challenge
What needed to change
ZENVY promises free delivery in 24 to 48 hours and accepts cash on delivery. Unconfirmed COD orders were shipped and came back refused at ZENVY's cost, the delivery promise created a constant stream of "where is my order?" questions, and shade and skin-type questions arrived in the evening when nobody was at a desk.
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 the Shopify store
Texnity was connected to ZENVY's Shopify store so every new order starts a WhatsApp conversation.
Step 02
Step 02
Confirm every COD order
Each order gets a WhatsApp template with the items and total, and Confirm and Cancel buttons.
Step 03
Step 03
Send updates automatically
Shipping updates follow on the same thread, so the 24/48h promise reports on itself.
Step 04
Step 04
Answer questions with AI
An AI agent answers product questions in Spanish around the clock and hands over to a person when needed.
Step 05
Step 05
One inbox for every channel
WhatsApp, Instagram and email sit together with the customer's full history.
What we built
The solution
- 1
A WhatsApp confirmation with Confirm and Cancel buttons seconds after every Shopify order, in the customer's own language.
- 2
Dispatched, out for delivery and delivered updates on the same WhatsApp thread.
- 3
An AI agent that answers shade, skin type and ingredient questions from ZENVY's own catalogue at any hour.
- 4
Instagram DMs, WhatsApp and email in one shared Texnity inbox.
The result
- Only confirmed parcels leave the warehouse.
- Delivery status questions dropped because customers get updates before they ask.
- Native Spanish replies around the clock without an evening shift.
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