Riwaiyat sells through Shopify. Before CampaignHQ, a lot of customer communication needed manual attention: keep track of conversations, follow up one by one, and make sure potential orders weren’t getting lost between browsing, checkout and payment.
COD added another layer. An order being placed does not necessarily mean the order is confirmed. Abandoned checkouts were a missed opportunity too: customers interested enough to reach checkout, but not practical to chase by hand as volumes grew.
The biggest challenge was scale. A growing brand is managing products, inventory, content, marketing, fulfilment and support at the same time. Remembering which customer needs a follow-up becomes difficult very quickly. Sometimes the customer doesn’t need convincing. They got distracted or had a question. Reach them at the right time, and that conversation can turn into an order.
Priya connected CampaignHQ to the Shopify store about ten months ago, to make communication and follow-ups more systematic. WhatsApp matters because it is a natural channel for Indian customers. The team uses it for abandoned-checkout and order-related journeys, email, COD confirmation and campaigns, and to see whether those interactions contribute to sales, not only whether messages were delivered.
