From Click to Conversation: How Mercuri Simplifies Omnichannel Engagement for E-Commerce

As 2025 comes to a close, let’s explore the possibilities of expanding the scope to omnichannel automation, combining SMS and WhatsApp. The recent numbers say that there are 3 billion monthly active users worldwide, with India accounting for the largest share. And about two-thirds of the population uses SMS as a medium of communication, making its impact a huge one.

The e-commerce business is booming, with over 30 million sites globally, and its customers prefer to receive conversational and customized messages via WhatsApp or SMS. Imagine this: you are an e-commerce store with a loyal customer base, and all delivery updates are automated and communicated to customers regularly. Doesn’t that reduce your job of keeping a tab on each order, while you could focus on other aspects of business?

If you are a Shopify business owner whose customers are spread across different parts of the world and use SMS and WhatsApp for customers from different terrains. How will you keep all the conversations in place without getting clumsy? You can use Mercuri as the solution.

With Mercuri, you could explore different possibilities, from unified communication to connecting Shopify + WhatsApp + SMS to assigning AI in handling the WhatsApp conversations 24*7.

For the business owners in Shopify, Mercuri can add value with use cases such as;

• Automating the welcome message by offering new member benefits when a customer signs up.

• Sending messages to the customers in every stage after purchase/booking, and keeping the clients updated with post-purchase notifications.

• The business can check if its customers’ expectations were fulfilled by asking for a review of the services/products.

• After sending an SMS or WhatsApp marketing campaign, insights can be drawn from it for further evaluation.

• Customer retention can be made possible through Mercuri by targeting existing customers with exclusive offers.

The aforementioned features can be customised and modified based on the nature and needs of the business.

Let’s examine the automated workflow in detail when a customer signs up;

• Triggers when a user completes the signup form

• A welcome message is sent upon successful account creation(eg, “Welcome to [Brand Name], [First Name]! Your account has been created successfully!

Setting up an automated workflow in the Mercuri dashboard.

• Create a WhatsApp/ SMS template for welcoming the new customer.

• Go to the Automation section and click on Create Automation.

• Set New Customer Signup as the Automation Type.

• Choose the preferred communication channel as WhatsApp/ SMS.

• Select the welcome template created earlier.

Ready to see Mercuri in action?

Convert every customer click into a meaningful conversation. Automate your WhatsApp and SMS workflows, personalise engagement, and grow your e-commerce brand with Mercuri.

Book a free demo and see how Mercuri can simplify omnichannel communication for your Shopify store.