WhatsApp for offline retail
Turn walk-ins into an owned channel — opt-in at the counter, launches, and store-level clienteling.
Read moreCustomer story · Premium retail
How Meraki Jewels wins ~30% of new customers on WhatsApp
High-value buyers wanted a human consultation before committing to a piece, but email launches went unread and boutique follow-ups lived in notebooks. Meraki Jewels moved launches and clienteling to WhatsApp.
Fine jewellery retail6 boutiques + D2C siteIndiaWhatsApp Business APIBroadcast campaignsChatbots & automationShared team inbox
Executive summary
Meraki Jewels, a fine-jewellery retailer with six boutiques and a D2C site, moved collection launches, consultation bookings and clienteling to WhatsApp. Broadcasts now read at roughly 70%, and about 30% of new customer acquisitions trace back to a WhatsApp conversation.
~70%
broadcast read rate across launch campaigns
~30%
of new customer acquisitions attributed to WhatsApp
3.4×
repeat-purchase rate among WhatsApp-engaged clients
22%
consultation-to-purchase conversion
The challenge
Where the numbers leaked
Meraki Jewels sells fine jewellery where the decision takes weeks and the conversation matters: buyers want to compare designs, ask about allocations and try pieces on a wrist before committing. The marketing stack was built for none of that. Collection launches went out by email and were opened by roughly one in ten collectors, and the boutique teams who actually closed sales tracked their follow-ups in personal notebooks — or lost them entirely.
The result was a retailer with excellent boutique conversations and no channel to start them. Walk-ins left with a receipt and no consented way to hear about the next drop, launches reached the least valuable segment of the list, and head office could not attribute a single sale to a marketing send.
Before the rollout
- Email launch campaigns opened by roughly one in ten collectors
- Walk-in follow-ups tracked in personal notebooks, or not at all
- Consultations booked by phone tag across six boutiques
- No attribution between a marketing send and a boutique purchase
Implementation
Kickoff to live campaigns in three weeks
- 1
Week 0
Kickoff and number migration
Business verification completed and a single brand number moved to the WhatsApp Business API, replacing the mix of personal numbers boutique staff had been using.
- 2
Week 1
Templates and consult flows
Launch and allocation templates approved, the product catalog synced, and the catalog-linked consultation booking flow built for all six boutiques.
- 3
Week 2
Team onboarding
Boutique consultants onboarded to the shared inbox with client history in view, plus opt-in QR codes placed at every counter with explicit, value-led consent copy.
- 4
Week 3+
Campaigns live
First collection launch sent to opted-in collectors, segmented by brand affinity and price band, with consult bookings and purchases attributed in the dashboard.
Architecture
How the pieces connect
Commerce & catalog
Product data and references
WhatsApp Business API
One verified brand number
Broadcast campaigns
Segmented launches
Chatbots & automation
Consult booking flow
Shared team inbox
Clienteling across 6 boutiques
Integrations touched: Catalog sync · Opt-in QR at checkout · Purchase webhooks
Automation
The workflows doing the work
Collection launch to consultation
New collection tagged in catalogBroadcast by brand affinity & price bandCatalog-linked consult booking flowBoutique consultation on the calendar
Clienteling follow-through
Consultation ends without a purchaseConcierge follow-up from the shared inboxAllocation and availability updatesPurchase, or a tagged wishlist for the next drop
In the conversation
What customers actually see
The launch flow: an allocation lands with the collectors most likely to care, and a consultation is booked before the piece reaches the display case.
First look: the Lumière sapphire collection arrives Friday — six pieces allocated across our boutiques. As one of our sapphire collectors, you have first refusal.
View the collection
Book a consultation
Book a consultation
Done — Saturday, 5:00 pm at our Linking Road boutique. Would you like the stone certificates in the meantime?
Send the certificates
Yes — and is the blue sapphire pendant part of the allocation?
It is. One blue sapphire pendant is reserved for consultations until Saturday evening — we will hold it for yours.
Before vs after
The same metrics, one quarter apart
Campaign read rate
Before
11% · email
After
~70% · WhatsApp
Consultation-to-purchase conversion
Before
8% · untracked follow-ups
After
22% · WhatsApp consults
Repeat-purchase rate (indexed)
Before
1.0× · all clients
After
3.4× · WhatsApp-engaged
ROI analysis
The math, kept honest
Premium retail changes the ROI shape: volumes are modest, order values are not. In this scenario the channel needs very few conversions to clear its own cost.
Monthly cost
Plan + messages
A Growth plan plus marketing message charges, billed per delivered message — your live rate card in the dashboard shows exact prices. Launch volumes here are in the low thousands.
Recovered value
Consults that convert at 22%
With ~30% of acquisitions attributed to WhatsApp and 3.4× repeat purchasing among engaged clients, a single converted consultation typically exceeds a month of messaging spend in this scenario.
Payback framing
One sale per boutique
Framed conservatively, one incremental jewellery sale per boutique per month covers the channel in this scenario — launch weekends typically deliver more.
Email told us who we reached; WhatsApp tells us who is interested. Our best clienteling now happens between visits — and for the first time we can see it in the numbers.
FAQ
Frequently asked questions
How long did it take to go live?
About three weeks in this scenario: number migration in week 0, template approval and the consult flow in week 1, boutique onboarding and opt-in QR codes in week 2, and the first segmented launch from week 3.
Do broadcasts feel too promotional for a luxury brand?
Not when consent and segmentation do the work. Opt-in is explicit and value-led at the counter, sends are segmented by brand affinity and price band, frequency is capped, and every message comes from one verified brand profile.
What does a deployment like this cost?
Platform plans are on /pricing. Meta's message charges are billed per delivered message; your live rate card in the dashboard shows exact prices. The 7-day free trial (Lite plan, no card required) covers the basics, but the catalog-linked consult-booking chatbot flow shown here is on the Growth plan and above — the full launch flow runs on a paid Growth plan.
Did it need IT work from the retailer?
Light work: a catalog sync and purchase webhooks so consultations and sales are attributed. The opt-in QR codes and consult flow are configured in the InfiQ dashboard, not in code.
About this story
This case study is a composite scenario prepared by the InfiQ team to illustrate a typical premium retail deployment on the platform. Metrics represent modeled outcomes for this scenario rather than the reported results of a single named customer.
Launches your clients actually read.
We'll map a Meraki-style clienteling rollout to your boutiques — segmented launches, consult flows and a shared inbox your team will use. 7-day free trial, no card required.
7-day free trial Enterprise-grade reliability Live in 2 hours Built for Indian businesses