The Problem
Emails were sent. But they went unopened.
This was the silent killer for a growing eCommerce business.
A customer placed an order, excited to receive it. But they never got any tracking updates. Not on WhatsApp. Not on SMS. Only via email—which they rarely checked.
Feeling abandoned and ignored, the customer posted a negative review. The product was good. The problem? Poor communication.
This one gap—relying only on email—shook customer trust and impacted brand credibility.
The Turning Point
That’s when the founder approached Digiwah. He had already paid for another solution, but it wasn’t fixing the real issue: real-time customer updates.
Rather than holding on to sunk costs, he chose to reset. Because customer trust was worth more.
Our WhatsApp Solution
Here’s what Digiwah implemented to transform customer communication:
✅ Shopify Integration with WhatsApp: We linked their Shopify store directly to WhatsApp using API, enabling automated communication.
✅ Real-Time Notifications: Customers instantly received order confirmations and tracking details the moment they made a purchase.
✅ Smart Audience Tagging: Buyers were automatically tagged based on actions (like frequent buyers or first-time users), allowing for targeted WhatsApp remarketing later.
✅ Consistent Communication: Customers no longer felt lost or uninformed. Every update came directly to the platform they used daily—WhatsApp.
The Outcome
✔ No more lost emails.
✔ A drastic drop in negative reviews.
✔ Customers felt informed and valued.
✔ Higher repeat purchases through personalised re-engagement.
The Bigger Lesson
The communication game has changed.
→ From crowded inboxes to direct WhatsApp messages
→ From delays to real-time conversations
→ From one-size-fits-all to personalized communication
If you’re an eCommerce brand owner, it’s time to ask: Are you still relying on email for critical updates?
If yes, your customers might already be slipping away.
Want to see this in action?
👉 Schedule a Meet with us to discuss your specific requirements and explore customised solutions.
👉 Download our Free eBook on our Website at to learn more about WhatsApp automation and how it can transform your business operations.
