ZENVY
Beauty & cosmetics · Shopify
Keeping a 24/48h promise, in Spanish, without answering by hand
ZENVY promises free delivery in 24 to 48 hours and accepts cash on delivery. Two promises that are easy to make and hard to keep once the orders start arriving. Texnity now confirms every order the moment it is placed, sends each shipping update automatically in Spanish, and answers the shade and skin-type questions that land long after the team has gone home. The promise is kept without an agent typing the same message all day.
Orders confirmed before dispatch
Faster first reply
“Where is my order?” messages
Average confirmation time
What was going wrong before Texnity
A 24 to 48 hour delivery promise is a great reason to buy and a hard thing to service. Every order ZENVY took created a small burst of work: confirm it, ship it, then answer the customer who wanted to know where it was.
COD orders shipped unconfirmed
Cash on delivery means the parcel travels before anyone has paid. Orders that were never really confirmed still got picked, packed and sent, and refused ones came back at ZENVY’s cost.
The delivery promise created the questions
Promising 24 to 48 hours sets a clock running in the customer’s head. Every hour without an update turned into another “where is my order?” in the inbox.
Buying questions arrived after hours
Shade, skin type and ingredient questions decide a cosmetics sale, and they mostly arrive in the evening, long after anyone is at a desk to answer them.
What we built with ZENVY
Texnity connected to ZENVY’s Shopify store and moved the whole post-checkout conversation onto WhatsApp, written in Spanish and running on its own.
- 01
Confirmation seconds after checkout
The Shopify “order placed” event fires a WhatsApp template showing the order number, items and total, with Confirm and Cancel buttons the customer can tap once, sent in the customer’s own language.
- 02
Shipping updates on the same thread
Dispatched, out for delivery and delivered updates continue in the same conversation, so the 24/48h promise reports on itself and nobody has to ask.
- 03
An AI agent for the questions that come first
Shade, skin type and ingredient questions are answered from ZENVY’s own catalogue at any hour, and handed to a person the moment the question needs one.
- 04
Instagram and WhatsApp in one inbox
A beauty brand lives on Instagram. DMs and WhatsApp chats land in the same queue against the same customer, so the team is not switching apps to serve one person.
ZENVY
WhatsApp · Automated
Sent automatically by Texnity, no agent involved.
How Texnity helped ZENVY
Only confirmed parcels leave
Every dispatch has an explicit confirmation behind it, so refused cash-on-delivery parcels stop eating the margin on orders that never earned anything.
The promise services itself
The delivery window is reported automatically at each step, which removes the status questions instead of answering them faster.
Native Spanish, around the clock
Customers get replies in their own language at the hour they actually shop, without ZENVY staffing an evening shift.
One queue, not three apps
WhatsApp, Instagram and email sit in a single shared inbox with the customer’s full history attached to every conversation.
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5.0
Average merchant rating
80+
Brands running on Texnity
30+
Verified merchant reviews
9
Industries served