A global consumer packaged goods brand generated more than 10,000 incremental product orders and a 70%+ conversion rate within weeks of launching a WhatsApp-based consumer engagement programme. The programme was designed to turn consumer engagement into repeat purchases by combining WhatsApp, Salesforce customer data and automated receipt validation.
Consumers could join the programme at the point of sale through WhatsApp, register with the brand and upload purchase receipts to qualify for rewards and competitions. The technology behind the programme connected Salesforce CDP, Salesforce Marketing Cloud, Meta’s WhatsApp channel and an agentic receipt-validation solution.
Consumer data was managed centrally through Salesforce CDP, with a consent management system handling channel preferences. WhatsApp was connected to Salesforce Marketing Cloud, allowing new consumer profiles and consent information to move into the Salesforce environment in real time.
The brand’s website was also connected to Salesforce CDP, allowing consumer profiles from the website and WhatsApp to be unified. The receipt-validation system was integrated with Salesforce Marketing Cloud to process submissions and return validation results.
The system was built to move consumers through a purchase and reward cycle that could encourage further transactions. That approach produced more than 10,000 incremental product orders within the first weeks of launch. Participants also made more than three repeat purchases, while the programme recorded a conversion rate above 70% from WhatsApp engagement to a qualifying purchase.
Automated receipt validation was central to the process. Instead of relying on a manual system to check purchases and allocate rewards, the agentic solution handled receipt submissions and validation responses. This allowed the reward process to operate more quickly and helped maintain consumer engagement after the initial purchase.
WhatsApp also gave the brand a direct channel to consumers at the point of sale. Rather than asking consumers to move between multiple platforms, registration, interaction and receipt submission could take place through the same channel.
The results show the commercial potential of connecting customer data, messaging and purchase validation. The programme linked consumer registration directly to purchasing behaviour and then used rewards and continued engagement to encourage repeat transactions.
Silver Bullet Data Services Group plc (LON:SBDS), ‘Silverbullet’, is the leading Data-Driven Customer Experience (CX) Company, that empowers the world’s leading brands to better understand the data they collect, store, and activate to improve customer experiences.
