Consumers demand fast and accurate information about their purchases. After all, knowing when an order will arrive creates anxiety and sets expectations. A lack of transparency often leads to dissatisfaction, increased workload for customer support teams, and message congestion with unanswered customer inquiries.
With the automatic order status query and update feature via WhatsApp, powered by the Weni Platform, brands can automate 100% of this process, delivering a trustworthy, up-to-date, and efficient experience while reducing frustrations.
How the Feature Works
Your company can automate communication and order status inquiries through a dynamic channel.
Automatic Updates
When an order status is updated (e.g., payment approved, invoiced, shipped), the customer is automatically notified via WhatsApp.
The messages are personalized and natural, with details of the order (such as delivery dates and purchased products).
Active Inquiries
When a customer sends a message asking about their order status via WhatsApp, the Weni Platform, integrated with VTEX, retrieves the real-time status from the logistics platform in use.
Once the inquiry is made, an intelligent agent responds automatically and naturally—without requiring customer support team interaction.
Example:
“Your order #1234 is on its way and should arrive by [estimated date].”
Weni Chats – Human Support When Needed
If the customer has a specific question or needs human assistance, the agent can access the order and conversation history through Weni Chats, without needing external tools or repeating the same questions.
Customer Impact
- Proactive Updates and Quick Responses: available anytime, day or night, without the need to open tickets or log in.
- Transparency and Reliability: customers have access to order information whenever they want or when the status is updated.
- Better Shopping Experience: everything happens in WhatsApp, from product selection to potential exchanges and returns.
Operational Impact
- Reduced Tickets Related to Order Status: minimizes the volume of support tickets concerning order updates.
- Reduced Average Response Time: speeds up the resolution of customer inquiries.
- Cost Reduction: by centralizing and unifying systems, everything is managed on the Weni Platform and VTEX, reducing the need for third-party platforms and services.
Technical Requirements for Implementation
- Integration with VTEX.
- API credentials (necessary permissions: owner and call center operator).
- Integration with the Weni Platform, with channels and modules activated, such as Agent Builder and WhatsApp API.
- Once the necessary configurations are in place, 4 to 5 templates should be selected from the available options for message dispatch. Typically, the following models are adopted
Watch the Demos
Order Status Update (Proactive Status)
Status Inquiry (On Request)
Want to implement this feature in your operation? Visit Weni by VTEX and scale your customer service experience with cutting-edge technology.
