Kurl-on, a leader in sleep and comfort solutions, wanted to improve post-sale communication across its growing customer base. Though both online and in-store channels were expanding, the brand lacked a consistent strategy to deliver product care tips, request feedback, and promote relevant add-ons.
Recro Media implemented a smart WhatsApp automation system to manage the full post-purchase journey. Customers received real-time messages for delivery updates, product care, registration reminders, and upgrade offers. Personalization was based on purchase type, location, and order channel. Loyalty offers and seasonal upsells were also sent to repeat buyers automatically triggered through backend integrations.
Key Highlights:
Deployed WhatsApp flows for support, care, and upgrades
Sent helpful tips, how-to guides, and video links post-purchase
Used order behavior to suggest timely upsells and bundles
Enabled real-time help with agent fallback for complex queries
Delivered offers tailored to loyalty and region
Results:
50% drop in service-related queries
45% increase in post-purchase engagement
30% more warranty completions and product registrations
20% lift in repeat purchases via WhatsApp-only promotions
Recro Media helped Kurl-on turn routine messages into a meaningful post-purchase journey resulting in stronger brand loyalty and long-term value per customer.