My Derma Store – WhatsApp Automation for E-commerce Order & Marketing Operations

About My Derma Store

My Derma Store operates in the beauty and skincare e-commerce space, offering curated dermatology focused products to customers across India. In this category, customer trust, transparency, and timely communication are critical to repeat purchases and brand loyalty.

As order volumes increased, the need for a reliable, real-time communication channel became essential.

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The E-commerce Communication Gap

In e-commerce, the customer experience does not end at checkout. Before automation, My Derma Store faced challenges such as:

• Customers seeking order confirmations and delivery details
• Repeated queries about shipping status and tracking
• Limited visibility once orders were placed
• Manual effort required to send updates
• No centralized channel for post-purchase engagement
• Difficulty scaling promotional communication during offers

These gaps impacted customer experience and limited marketing scalability.

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The System Designed by Accucia

Accucia implemented a WhatsApp first automation framework designed specifically for e-commerce operations, focusing on post purchase clarity, customer confidence, and scalable communication.

WhatsApp was positioned as the primary transactional and engagement channel, seamlessly integrated with the e-commerce workflow.

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Post-Purchase Automation on WhatsApp

Once a customer places an order on the My Derma Store website, the system automatically delivers essential information through WhatsApp. This includes order confirmation, product details, delivery updates, and tracking links.

Customers receive timely, structured messages without needing to contact support, reducing uncertainty and improving trust in the buying process.

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Order Transparency & Delivery Tracking

The automation ensures customers remain informed throughout the fulfillment journey. Order summaries, shipment notifications, and tracking links are shared directly on WhatsApp, creating a transparent and frictionless post purchase experience.

This significantly reduces inbound queries related to order status.

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WhatsApp Broadcast for E-commerce Marketing

In addition to transactional communication, Accucia enabled a high scale WhatsApp broadcast panel for My Derma Store.

The brand can send up to one lakh WhatsApp messages per day to share:

• New product launches
• Limited-time offers
• Promotions and campaigns
• Product education and highlights

This allows My Derma Store to engage customers instantly without relying solely on email or paid ads.

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Scalable Marketing Without Manual Effort

The broadcast system eliminates the need to save contact numbers or send messages individually. Campaigns can be executed at scale, ensuring consistent messaging and faster go-to-market for promotions.

WhatsApp becomes a revenue enabling channel rather than just a support tool.

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Operational Outcomes

After implementation, My Derma Store achieved:

• Automated post purchase communication
• Reduced customer support dependency for order queries
• Faster delivery of order and tracking information
• Scalable WhatsApp based marketing campaigns
• Improved consistency in customer communication
• Increase in the repet customer and sales

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Why This Project Is Important

This project highlights how WhatsApp can be leveraged beyond support to become a core e-commerce communication and growth channel.

For Accucia, this engagement demonstrates our ability to:

• Design WhatsApp automation for high-volume e-commerce brands
• Integrate transactional and marketing workflows
• Build systems that improve customer confidence and repeat purchases
• Enable scale without increasing operational load

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Technology Foundation

The solution is powered by WhatsApp Business API, automation workflows, and secure backend services designed to handle high message volumes while maintaining reliability and compliance.

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The Transformation

My Derma Store transitioned from fragmented post purchase communication to a WhatsApp-driven, automated e-commerce engagement system, improving customer experience and unlocking scalable marketing opportunities.

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Building WhatsApp-First E-commerce Systems

This case reflects Accucia’s expertise in building WhatsApp automation frameworks for e-commerce brands, where communication speed, clarity, and scale directly impact growth.

We build systems that turn conversations into conversions.