Pazhassi Garden · Management Review

Turn WhatsApp enquiries into paid orders.

A practical review of the current customer-care journey, where conversion may be leaking, and a measurable pilot to improve sales closure.

WhatsApp salesCustomer-care processConversion pilot

Internal working review · 8-slide presentation

01 · Current journey

Today, customer care often shares a link and stops.

01 · EnquiryCustomer asks about a plant, price, availability or care.

02 · Link sharedStaff directs the customer to browse the website.

03 · Conversation endsNo clear recommendation, objection handling or next step.

04 · Outcome unknownPurchase may happen later—or the lead may be lost.

The core issue is not that links are being shared. It is that link-sharing is being treated as the completion of the sales conversation.

02 · Working baseline

Use 12% as the working conversion baseline—not as a verified export calculation.

100

Enquiries

Illustrative enquiry cohort.

Orders

User-reported working conversion level.

Not converted

Need to identify what happened to these enquiries.

Important measurement note: message counts and order IDs in a chat export do not equal enquiry conversion. A valid rate needs unique genuine purchase enquiries matched to paid Shopify orders within a fixed attribution window.

03 · Potential conversion leaks

Where could the other 88 be going?

Product uncertainty

Customer is interested but does not know which plant suits their space, light or experience.

Price or value concern

Price, plant size, combo value or delivery cost is not addressed in the conversation.

Availability & delivery

Stock, delivery coverage, shipping time or plant condition concerns remain unresolved.

No follow-up or close

Customer receives a link but no clear question, next action or appropriate follow-up.

These are hypotheses to classify and validate—not proven reasons for every lost enquiry.

04 · Recommended sales flow

Replace link distribution with guided selling.

UnderstandWhich plant? Indoor/outdoor? Light? Budget? Quantity?

RecommendOffer 2–3 suitable products, not the entire catalogue.

ResolveAnswer price, size, stock, delivery, care and payment concerns.

CloseAsk a direct next-step question and help complete checkout.

Follow upIf appropriate, follow up within 2–6 business hours; respect opt-outs.

Example close: “Would you like me to help you choose the best option within your budget?”

05 · 100-enquiry pilot

Test the process before rolling it out to everyone.

Group A · Existing process

Continue the current link-sharing workflow. Track outcomes consistently.

Group B · Guided selling

Use the structured enquiry, recommendation, objection-handling and follow-up flow.

Compare paid-order conversion, revenue per enquiry, AOV and response time. Keep enquiry sources and product mix as comparable as possible. Treat 50 per group as directional; extend the pilot if the sample is too small.

06 · What to measure

Measure sales outcomes—not message activity.

Conversion

Paid orders ÷ genuine purchase enquiries
Use a fixed 7-day matching window.

Revenue quality

Revenue per enquiry, AOV, units per order and product mix.

Execution

First response time, recommendation rate, follow-up completion and lost reason.

Every enquiry should have one status: New · Qualified · Recommended · Awaiting customer · Order placed · Lost—with a reason.

07 · Management decisions

Make the next step operational.

Assign one owner for the WhatsApp sales process and daily reporting.
Train the team on product matching, concise recommendations and closing questions.
Record enquiry status and lost reason in a shared tracker or CRM.
Match paid Shopify orders to enquiries; do not count message volume as conversion.
Review the 100-enquiry pilot before changing the full customer-care workflow.

Success is not “more replies.” Success is a measurable increase in paid orders and revenue per genuine enquiry without damaging customer experience.

Pazhassi Garden · WhatsApp Sales Conversion Review