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How it works:
Latercase integrated a WhatsApp-based conversational assistant to enhance how users discover the right phone case and get quick support. Instead of browsing a long product catalog, shoppers could simply start a chat, mention their phone model or style preference, and receive a curated list of compatible cases within seconds. The AI assistant also shared product images, pricing, and direct purchase links—all in the chat.
For post-purchase questions, the same assistant enabled self-serve support—from order tracking and return queries to product care tips. The guided experience helped users solve issues instantly without navigating to a separate help page. This reduced the need for agent intervention and made the customer journey smoother and faster.
Our challange:
With a growing range of products and increasing online traffic, Latercase struggled with product discovery drop-offs and repetitive support queries. Many customers abandoned the site without finding the right case for their device. At the same time, the support team was overwhelmed by routine questions. We needed a unified solution to guide users better, reduce drop-offs, and offer real-time, scalable support.
What made the WhatsApp experience better than traditional product pages ?
Instead of scrolling through dozens of options, users simply described their phone model or style. The assistant then delivered tailored recommendations instantly—saving time and reducing decision fatigue.
Could users view product details and images directly in chat ?
Yes. The chat shared high-quality images, brief specs, and links to purchase or learn more. This gave users everything they needed to make a confident purchase, without leaving the app.
What kind of support could the chatbot handle ?
It handled common queries like order tracking, delivery status, return requests, and FAQs. The assistant also helped with troubleshooting and shared care instructions for the cases.
Was there any option for live agent help ?
Yes. While most queries were resolved through automation, users could request a human agent anytime. Complex or emotional issues were seamlessly transferred for personal support.
How did the chatbot impact conversion rates ?
Shoppers who engaged with the WhatsApp assistant were more likely to complete a purchase, thanks to the personalized recommendations and quick answers that removed buying hesitations.
Did customers trust the WhatsApp shopping experience ?
Absolutely. The familiar interface, quick replies, and smart guidance made it feel more natural and helpful than standard website browsing—especially on mobile.
Achievement:
After launching the WhatsApp assistant, Latercase saw a 2.7x increase in product discovery engagement and a 34% drop in support ticket volume. Customers found what they needed faster, and fewer abandoned their carts due to confusion or unanswered questions. The self-serve system saved internal resources while offering a premium, interactive experience. With WhatsApp now a core touchpoint, Latercase successfully turned conversation into conversion—making product discovery and support feel effortless.