Navya Foods Unlocks 4.6x ROAS and Recovers 28% of Abandoned Carts via WhatsApp
Direct-to-consumer gourmet brand Navya Foods integrated their Shopify store with Botinx to automate abandoned cart recovery, order updates, and seasonal promotional broadcasts.
Of abandoned checkouts successfully recovered
Return on ad spend across festival promotional broadcasts
Reduction in repetitive order status queries
The Challenge Before Botinx
As Navya Foods scaled their organic food and snack product line, rising customer acquisition costs (CAC) and high checkout abandonment rates were eroding profit margins:
- Email Open Rates Dropping: Abandoned cart recovery emails were averaging sub-18% open rates and less than 4% recovery.
- Repetitive Support Overhead: Over 50% of incoming customer queries were routine 'Where is my order?' (WISMO) questions.
- Low Festival Repeat Purchases: Mass promotional emails for festive gifting campaigns went largely unread in spam and promotional tabs.
How Botinx Solved It
Navya Foods integrated Botinx with their Shopify storefront to create an automated conversational commerce engine:
- Automated 3-Step Cart Recovery: Configured automated WhatsApp triggers sent at 30 minutes, 6 hours, and 24 hours post-abandonment with dynamic product images and 1-click checkout links.
- Automated Order & Shipping Notifications: Sent instant WhatsApp updates for order confirmation, dispatch, and out-for-delivery with live tracking links.
- Targeted Audience Broadcasts: Segmented customer lists by purchase history to send personalized festival discounts and new product launch announcements.
Key Results & Business Impact
- Recovered 28.4% of abandoned shopping carts within the first 60 days.
- Achieved a 4.6x Return on Ad Spend (ROAS) on Diwali and New Year broadcast campaigns.
- Decreased WISMO customer support tickets by 65% through automated real-time shipping alerts.
- Generated 22% of total store revenue through owned WhatsApp marketing channels.
“Order updates and tracking links are sent automatically, reducing the repetitive questions our support team receives.”
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