Onboarding - week one matters.
Configure a published journey that welcomes the customer, collects relevant preferences, explains the next step, and routes exceptions to a teammate. The wording and branches remain explicit.
Customer engagement
The whole customer lifecycle, on WhatsApp.
WhatsApp engagement is not one broadcast. It is the sequence of useful moments after an enquiry, purchase, booking, delivery, or support request. Waaru keeps configured workflows, approved outbound messages, and human inbox conversations in one workspace.
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Keep the customer context between moments.
Use one record across purchase, delivery, replenishment, and support. Each message can respond to the customer's current order and history.
ExampleCustomer lifecycle
Each message uses the same customer and order context. The team can intervene at any point.
Retention - periodic value, not periodic noise.
Segment by recency and value. Send the right message at the right cadence: usage tips, restock reminders, loyalty milestones, or exclusive access. Suppression rules help prevent repetitive sends.
Upsell and cross-sell - based on what they bought.
Use available Shopify or WooCommerce events, Zapier, or an approved webhook to bring verified purchase context into a journey. Confirm credentials, event ownership, and mapped fields before production use.
Win-back - re-engage dormant customers.
Customers who have not bought in 60, 90, or 180 days can enter a configurable win-back sequence. Personalise the message from prior purchases and stop the sequence when they reply or buy.
NPS, CSAT, reviews - collected at the right moment.
Ask for NPS after a meaningful touchpoint such as delivery, support resolution, or booking completion. Review requests can include the relevant product context and a direct Google Reviews link.
FAQ
Questions worth answering.
Broadcasts are the send mechanism. Engagement is the strategy: which customer gets which message, when, and what happens when they reply. Waaru handles both.
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