Driving Orders and Loyalty: Urbanic’s WhatsApp Success with YCloud

Background

Urbanic is a rapidly growing fashion e-commerce brand that caters to a young, trend-conscious audience. With frequent new collections, high customer interaction, and logistics-driven queries, Urbanic needed a fast, reliable, and customer-friendly communication channel.

Recognizing WhatsApp as the most direct and personal way to engage with its customers, Urbanic partnered with YCloud to create a marketing and service ecosystem that strengthens loyalty, boosts sales, and enhances the overall shopping experience.

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Challenges

• High cart abandonment rates without personalized recovery touchpoints.

• Limited effectiveness of traditional email/SMS campaigns, with low open rates.

• Customer frustration from delayed updates on orders, refunds, and returns.

• A growing need to build closer, ongoing relationships with customers.

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The YCloud Solution

With YCloud, Urbanic built an end-to-end customer communication strategy on WhatsApp:

1. Marketing Campaigns:

   • Festival and celebration promotions.

   • Restock alerts for popular items.

   • Trending-topic campaigns to ride social buzz.

   • Cart abandonment recovery nudges.

   • Callbacks for past customers to re-engage.

2. Notifications & Service Messages:

   • Real-time logistics updates.

   • Order fulfillment & refund confirmations.

   • Return pickup confirmations.

   • Post-delivery prompts inviting customers to leave reviews.

3. Automation & Broadcasts:
   By leveraging automated journeys, auto-response workflows, and broadcast campaigns, Urbanic turned WhatsApp into its most engaging channel, seamlessly blending sales-driven marketing with service-oriented updates.

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Results & Key Metrics

✅ 18% Increase in Orders via WhatsApp

Personalized recovery campaigns and direct promotional messages drove incremental sales, with WhatsApp outperforming email/SMS as a conversion channel.

✅ 32% Boost in Positive Customer Reviews

Automated post-fulfillment notifications encouraged customers to leave feedback, improving Urbanic’s brand reputation and trust.

✅ 35% Reduction in Support & Communication Costs

By consolidating marketing and notifications on WhatsApp and automating updates, Urbanic reduced reliance on call centers and manual outreach.

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Conclusion

YCloud enabled Urbanic to transform WhatsApp into its most powerful customer channel—one that not only drives direct revenue through personalized marketing but also elevates customer experience through instant service updates.

With automation and conversational engagement at its core, Urbanic has built stronger customer relationships, improved satisfaction, and achieved measurable business growth—proving WhatsApp’s role as the ultimate commerce enabler.