Loom Apparel grew fast on Instagram — but every "DM us to order" turned into a flooded WhatsApp inbox where carts, questions and follow-ups quietly slipped through the cracks.
The challenge
By early 2026, Loom was fielding 300+ WhatsApp messages a day across two phones. Three part-time agents couldn't keep up: replies took hours, abandoned carts were never followed up, and there was no way to broadcast a drop without copy-pasting to hundreds of contacts.
The cracks showed most during launches. Every time Loom teased a new collection on Instagram, hundreds of "DM to order" messages would pour in within minutes — and the team simply couldn't answer fast enough. Customers who were ready to buy waited hours for a reply, lost interest, and moved on. Worse, there was no record of who had asked what: a returning customer was treated like a stranger every single time.
On the operations side it was just as painful. Orders were tracked in a spreadsheet, payment links were generated by hand, and follow-ups depended on whichever agent happened to remember. As volume grew, the inbox stopped being a sales channel and started being a liability.
The solution
Loom rolled out FlowTrig in nine minutes and layered in automation across the buyer journey — no developer, no new number. The goal wasn't to remove the human touch, but to let the team focus on the conversations that actually needed them while automation handled the repetitive 80%.
They started by connecting their existing WhatsApp number and importing their contact list, then built three core flows on the visual canvas. Within the first afternoon, the AI inbox was already drafting replies grounded in Loom's catalogue, sizing chart and return policy — so answers were instant and on-brand.
Every message routed to one shared inbox, with AI drafting on-brand replies agents send in a tap.
A flow detects abandoned carts and sends a personalised nudge with a one-tap pay link 2 hours later.
New drops now go out to behaviour-based segments — repeat buyers, VIPs, win-backs — in one click.
We replaced three tools and a freelancer with FlowTrig. It pays for itself before the 10th of every month.
The results
Within two weeks, WhatsApp went from Loom's most chaotic channel to its most profitable one. The numbers spoke for themselves — but so did the team, who went from dreading the inbox to watching orders close while they slept.
- ₹62L in additional monthly revenue attributed to recovered carts and broadcasts.
- First-reply time dropped from ~4 hours to under 40 seconds with the AI inbox.
- 28% of abandoned carts recovered automatically — with zero discounts.
- Repeat-purchase rate up 4.7× via post-purchase flows.
What's next
Loom is now rolling out AI voice calling for high-value orders and expanding automation to Instagram DMs — all from the same FlowTrig workspace. The team is also experimenting with post-purchase win-back journeys and loyalty broadcasts, aiming to push repeat revenue even higher heading into the festive season.
"We used to think we needed to hire more people to grow," Rhea adds. "Turns out we needed better systems. FlowTrig gave us the headroom to scale without scaling the chaos."