Overview
A flower shop in Rio de Janeiro wanted to increase repeat orders ahead of the festival season. Over time, the business had built a strong base of past customers, but many of them had not placed an order again after their previous purchase. The team realised that relying on walk-ins and last-minute festival demand was unpredictable and often resulted in missed opportunities.
The shop decided to focus on proactive reach-out instead of waiting for customers to return on their own. Since most past buyers were already active on WhatsApp, the team chose to re-engage them directly with personalised updates before the festival rush began. Using SheetWA and Google Sheets, they created a simple yet effective outreach workflow that turned old customer data into repeat sales.
The challenge: Customers were not returning consistently
Although the shop had many satisfied customers, staying connected with them over time was difficult. Once an order was completed, there was no structured follow-up process to bring customers back for future occasions.
The main challenges included:
old customers forgetting about the shop before festivals
no easy way to announce new collections to past buyers
manual follow-ups taking too much time
generic promotions that did not feel personal
missed opportunities for advance bookings
Festival seasons are short and highly competitive. Without timely communication, customers often placed orders elsewhere simply because they received reminders first. The shop needed a way to reach old customers early and remind them of upcoming festival collections without sounding pushy or promotional.
The solution: Personalised WhatsApp outreach was used to re-engage customers
To prepare for the festival season, the shop organised its past customer data in Google Sheets. This included customer names, WhatsApp numbers, and last order details.
Using SheetWA, the team launched a personalised WhatsApp reach-out campaign focused entirely on re-engagement.
Read More : How to Send Bulk WhatsApp Messages from Google Sheets
Segmenting past customers
Customers were grouped based on their previous purchases and order history. This allowed the shop to send relevant messages instead of generic announcements.
Sending personalised festival announcements
The team sent WhatsApp messages announcing:
upcoming festival flower collections
early access offers for returning customers
pre-booking reminders to avoid last-minute rush
Read More : 75 Top WhatsApp Message Templates for Business Success
Each message included the customer’s name, making it feel like a one-to-one conversation rather than a mass promotion.
Encouraging early replies and bookings
Customers could reply directly on WhatsApp to ask questions, reserve bouquets, or confirm pre-orders. This removed friction and helped the shop secure orders earlier than usual.
Reducing manual follow-ups
With SheetWA handling message delivery, the team no longer needed to copy and paste messages individually. This allowed them to focus on preparation and customer service instead of repetitive outreach.
Results: Outcomes of re-engaging customers via WhatsApp outreach
The pre-festival WhatsApp reach-out delivered strong percentage-based improvements by reactivating old customers and securing early orders.
Metric | Before SheetWA | After SheetWA |
|---|---|---|
Repeat orders from past customers | 22 percent | 51% |
Customer response rate | 28 percent | 74% |
Pre-festival bookings | Baseline | 68% increase |
Manual follow-ups required | High | Reduced by 85% |
Time spent on customer outreach | High | Reduced by 90% |
Key outcomes included:
a clear increase in repeat orders from existing customers
faster response times compared to previous campaigns
higher volume of pre-festival bookings
significantly reduced manual follow-up effort
A closer look at what changed:
Repeat orders increased
Many past customers responded positively to the personalised messages and placed orders again. Being contacted at the right time reminded them of the shop and encouraged repeat purchases.
Faster and more natural conversations
WhatsApp responses were quicker and more conversational than email or social media messages. Customers asked about designs, delivery dates, and availability directly in the chat.
Stronger pre-festival demand
Pre-booking reminders helped the shop secure orders in advance, making festival operations more predictable and less stressful.
Improved operational efficiency
By automating outreach through SheetWA, the team reduced the time spent on follow-ups and avoided missing potential customers.
Impact: WhatsApp became a repeat-sales channel
The WhatsApp reach-out strategy created long-term benefits for the business.
The shop achieved:
stronger relationships with past customers
more predictable festival sales through early bookings
reduced reliance on walk-in demand
a repeatable process for future festival campaigns
WhatsApp became the most effective channel for reconnecting with existing customers. Instead of chasing new buyers, the shop unlocked more value from customers who already trusted them.
Why SheetWA worked for customer re-engagement
SheetWA played a key role by:
enabling personalised WhatsApp messages at scale
working seamlessly with Google Sheets
removing the need for manual copy and paste
keeping outreach simple and organised
The tool allowed the shop to sound personal while operating efficiently, which was critical during busy festival periods.
Key learnings for local retail businesses
Old customers respond well when contacted at the right time.
Personalised WhatsApp messages outperform generic promotions.
Early festival outreach leads to higher pre-bookings.
Simple reminders can drive repeat sales without discounts.
Organised data makes customer re-engagement scalable.
Takeaway
This case study shows how a Brazilian flower shop used personalised WhatsApp updates to re-engage old customers before the festival season. By reaching out early with relevant and friendly messages, the shop increased repeat orders, secured advance bookings, and reduced manual effort.
Read More : 13 Real Examples of Successful WhatsApp Marketing Campaigns
Reaching existing customers at the right moment proved more effective than broad promotions. With SheetWA, WhatsApp became a reliable repeat-sales engine that delivered results with minimal effort.
