How Modern Gifts Scaled Customer Conversations and Sales Using WhatsApp Automation
MD, Modern Gifts
Modern Gifts is a D2C brand focused on curated, meaningful gifting solutions for various occasions. From personalized gifts to occasion-based hampers, the brand focuses on creating thoughtful gifting experiences rather than just selling products.
In the early days, Modern Gifts followed a social-first selling approach, primarily using Instagram and WhatsApp to interact with customers, while Shopify was used for backend order management. Organic content, influencer collaborations, and direct messaging played a major role in driving awareness and conversions.
Most customer conversations happened in DMs and WhatsApp chats — from product discovery to customization requests and order confirmations. This conversational commerce model helped the brand build strong relationships with customers early on.
However, as the brand started growing, managing conversations manually started becoming challenging.
As order volume and customer inquiries increased, the team began facing multiple operational challenges:
While customer acquisition was happening through Instagram and marketing campaigns, engagement and conversion efficiency needed improvement.
WhatsApp naturally became the core communication channel for Modern Gifts because:
For a gifting brand where customers often have questions, customization requests, and delivery timelines, real-time conversation was critical for conversions.
To manage scale and improve efficiency, Modern Gifts implemented automation and moved to a unified platform like Interakt to manage all customer conversations in one place.
This significantly streamlined operations.
With automation and a centralized dashboard:
This allowed the business to scale conversations without proportionally increasing team size, which is critical for growing eCommerce brands.
Instead of spending time answering repetitive questions, the team could now focus on high-intent customers and support queries.
Modern Gifts actively uses several WhatsApp and automation features to manage sales and support:
Key features include:
These features helped streamline both sales conversations and post-purchase communication, improving the overall customer experience.
Broadcast campaigns became especially useful during festivals, special occasions, and sale periods, helping the brand drive repeat purchases and campaign engagement.
After implementing WhatsApp automation and moving customer communication to a unified platform, Modern Gifts saw clear improvements in business metrics:
Key improvements observed:
Modern Gifts’ case study highlights that growth in e-commerce is not just about acquiring customers, but about managing conversations efficiently. With WhatsApp automation and a unified platform, Modern Gifts was able to scale operations, improve customer experience, and drive repeat purchases, turning conversations into a consistent revenue channel.