(Automation) We have run several retention experiments that proved to be valid. They are quite effective and now that the business is growing we need to automate them because we can no longer run these systems manually
We have an online grocery app. We deliver groceries to customers' homes
We have 3 experiments that we want to automate:
1- Order Feedback:
After the customer receives her order, we send a WhatsApp message from our customer care number to her private number. The goal of this message is to get her feedback on her order.
2- Order Reminder:
After 7 days of the customer's last order, we send her a reminder to make an order. And this also is done manually through WhatsApp.
3- Gifts Messages:
Customers receive gifts in their first 4 orders. So, what we do is to send them a picture with a progress bar that indicates what gift they received today and that there is a gift awaiting them in their next order. This is being done manually through WhatsApp.
This was doable for one person in the last period, however as we are growing now and the average daily orders is increasing, this is not practical anymore.
Using WhatsApp as the channel for all the previously mentioned systems was very effective. We believe that part of it is because everyone has WhatsApp and is familiar with it. But we also believe it is about the conversational dynamic of that channel (a conversational channel provokes interaction from the customer).
Now, How might we automate all the 3 systems without sacrificing the Whatsapp benefits (Familiarity + conversational experience)?