Tracking the status of an order is one of the main expectations of e-commerce consumers. The lack of clear information about deadlines and movements can generate anxiety and frustration, in addition to overloading customer service channels with repetitive inquiries.
To address this challenge, Weni by VTEX offers a feature that allows customers to track their purchases in real time directly through WhatsApp, without needing to access external links or use other tools.
How does it work?
- Automatic Updates: Every time the order status changes—from creation to delivery—the customer receives a proactive notification, ensuring greater predictability and transparency.
- On-Demand Assistance: Consumers can also inquire about their order at any time. The AI automatically checks the logistics system and responds with updated information, without the need for a human agent.
- Integration with Logistics Systems: The solution connects to platforms like Interpost, Allpost, and Estoca, among others, ensuring that data is always synchronized.
Key Benefits
✅ Less Anxiety and Frustration for Customers
Consumers receive real-time updates without having to manually search for information, making their experience smoother and more satisfying.
✅ More Transparency and Reliability for the Brand
Proactive communication prevents doubts and uncertainties, strengthening e-commerce credibility and increasing customer trust.
✅ Reduced Customer Service Overload
By automating responses related to order status and tracking, the support team can focus on more complex cases, reducing the need for a larger team.
✅ Elimination of Third-Party Tools
By consolidating communication on WhatsApp, there is no longer a need for separate solutions to send notifications via SMS or email, reducing costs and simplifying management.
Expected Results
- Cost Savings on Human Customer Support
Reducing the volume of repetitive interactions has a direct impact on operational costs. - Increased Satisfaction and Customer Loyalty
Well-informed customers are less likely to file complaints and more likely to make repeat purchases. - Greater Credibility and Trust
An enhanced experience reinforces the perception of the brand as reliable and efficient. - More Agile and Efficient Processes
Automation speeds up information exchange, reducing response times and optimizing operations.
Order tracking via WhatsApp is not just a convenience for consumers but a competitive advantage for brands. By offering transparency, efficiency, and automation, this feature enhances customer experience, reduces costs, and strengthens trust in operations.
With Weni by VTEX, brands can turn one of the most critical moments of the shopping journey into an opportunity for customer loyalty and operational optimization.
