K-Linen
Home textiles · Shopify
Robo calls first, WhatsApp second, nothing ships unconfirmed
K-Linen sells bed linen, sofa covers and curtains, almost all of it cash on delivery and almost none of it small. Its support desk is open six hours a day; the orders arrive around the clock. Texnity now places an automated robo call the moment an order is placed, falls back to the official WhatsApp Business API when nobody picks up, and keeps the customer updated on that same thread until the parcel is delivered. Nothing heavy leaves the warehouse without a yes behind it.
Orders confirmed before dispatch
Faster order confirmation
Refused COD parcels
Confirmed on the first robo call
What was going wrong before Texnity
Home textiles are a heavy, high-value, cash-on-delivery business. Every order K-Linen took had to be verified by a human on the phone before anyone dared pack it, and the phone was the bottleneck.
Every order meant dialling by hand
Staff worked down the day’s order list from two order lines, one number at a time. Most customers do not answer an unknown number, so the same order was called again and again, or shipped without ever being confirmed.
A refused parcel is an expensive parcel
A comforter set or an L-shaped sofa cover is bulky and it is not cheap. When one comes back, K-Linen pays freight in both directions on an order that earned nothing, and the stock is out of circulation for days.
Orders arrive long after the desk closes
Support is staffed 11am to 5pm, Monday to Saturday. Orders placed on a Saturday night or a Sunday sat untouched until the desk reopened, which is exactly when a buyer starts having second thoughts.
What we built with K-Linen
Texnity connected to K-Linen’s Shopify store and put two channels behind every single order: an automated robo call to the customer’s own SIM, and the official WhatsApp Business API for everything a call cannot do.
- 01
An automated call minutes after checkout
The Shopify “order placed” event fires a robo call to the number on the order. The customer presses a key to confirm or cancel, the answer is written straight back against the order, and no member of staff dials anything.
- 02
WhatsApp picks up where the call drops
If the call goes unanswered, or no key is pressed, an official WhatsApp Business API template follows with the order number, items and total, and Confirm / Cancel buttons. If there is still no reply, the call fires again, and the whole sequence stops the second the customer responds on either channel.
- 03
Shipping updates on the same thread
Dispatched, out-for-delivery and delivered updates continue in the same WhatsApp conversation with the tracking link attached, so nobody has to ask where a heavy parcel has got to.
- 04
Bundle offers as WhatsApp campaigns
The Buy 3 and Buy 5 bundle discounts now go out as targeted campaigns to segments of past buyers, sent from a verified business number rather than a personal handset.
K-Linen
WhatsApp · Automated
Sent automatically by Texnity, no agent involved.
How Texnity helped K-Linen
Nothing bulky ships on a guess
Every dispatch has an explicit yes behind it, from a keypress on the call or a tap in WhatsApp, so the expensive parcels are the ones the customer actually wants.
Customers off WhatsApp are still reached
A robo call lands on any SIM or landline. Between the call and the message there is almost no order left with no way to confirm it, which a WhatsApp-only flow cannot say.
The six-hour support day stopped being a ceiling
Orders placed on a Sunday or at midnight are confirmed by the automation, and the team now arrives to a queue that has already sorted itself out.
One verified business number
Confirmations, updates and campaigns all run on the official WhatsApp Business API, so K-Linen’s number carries a verified business profile instead of risking a ban on a personal line.
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5.0
Average merchant rating
80+
Brands running on Texnity
30+
Verified merchant reviews
9
Industries served