BUSINESS SYSTEM · ORDERING & CHAT COMMERCEWhatsApp Smart Shopper.

Overview

WhatsApp Smart Shopper is a working demonstration, built by TwinFusion for a pitch to a supermarket chain, of what a WhatsApp layer in front of a supermarket could do. It takes a shopper from a first hello through product discovery, offers, store finding and order support in one conversation, and adds to a customer profile at every step. The demo runs on sample data in a browser chat styled like WhatsApp and is not connected to a live WhatsApp Business number.

Who uses it

• Shoppers — chat to find products within a budget, get offers, find a store, check on orders or reach a person.
• Branch managers and head office — ask an internal assistant about open customer issues, promoted items that are out of stock and fulfilment problems, and close tickets from the chat.
• Administrators and agents — run the console: conversations, campaigns, offers, customers, orders, tickets and the knowledge base.

Main modules

• Shopper chat — product search, budget baskets, personalised offers, a store finder, order support and handover to a person.
• Store assistant — an internal chat for branch managers and head office, covering one branch or all of them.
• Dashboard — conversations, unique customers, campaign responses, chat-influenced orders and their value, handovers and tickets resolved, with a 14-day trend and the day's top topics.
• Campaigns and offers — messages targeted by customer segment and store, with tracked responses.
• Customers — profiles with consent, preferred store, segments and an engagement score.
• Orders and tickets — order support, exceptions and issue tracking.
• Knowledge base — answers graded by confidence, with sensitive topics always passed to a person.

How it works

1. A shopper asks, for example, for breakfast groceries under a set amount; the assistant reads the budget and builds a basket from the catalogue.
2. Offers are matched to the shopper's segment and location, and the store finder points them to a branch.
3. Questions are answered from the knowledge base: directly when confidence is high, with a clarifying question when it is medium, and by a person when it is low or the topic is sensitive.
4. On handover, an agent picks up the conversation with its full context.
5. A campaign sent to a segment or store lands in every opted-in customer's chat, and clicks and resulting orders flow back into that campaign's report.
6. Branch managers ask the store assistant for today's summary or open issues, and can resolve a ticket by its number from the chat.

Platforms and access

• Browser-based demo: the shopper chat and store assistant run in a WhatsApp-style web interface.
• The admin console sits behind a staff sign-in.
• The sample data can be reset before each presentation.