Aurora Retail: 9.2x ROAS with AI WhatsApp campaigns
Aurora's WhatsApp campaigns moved from basic broadcasts to AI-personalised, segment-aware sequences. Campaign ROAS climbed from 1.8x to 9.2x; support load dropped 41%.
Measurable impact
+5.1x
ROAS on AI campaigns
1.8x → 9.2x
-41%
Support tickets
baseline → -41%
+27%
Repeat purchase rate
baseline → +27%
2 days
Implementation per brand
— → 2 days
4.7 stars
Avg CSAT on AI replies
— → 4.7/5
76%
Tickets resolved without human
— → 76%
Where Aurora Retail, multi-brand D2C group was stuck
Aurora ran WhatsApp marketing across 6 D2C brands but blasted everyone with the same offer copy. Open rates were healthy, but ROAS hovered at 1.8x — barely break-even. Support tickets piled up because customers couldn't get sizing, returns, or order updates without waiting 6+ hours.
What we built and deployed
We built a unified AI campaign engine: ICP segmentation from Shopify + WhatsApp data, AI-personalised opening lines per recipient, conditional branches on reply intent, and hand-off rules to live agents for high-intent queries. Cart recovery sequences ran automatically; reorder reminders were timed against product life cycles. Support queries got AI-grounded answers tied to order history.
We were spending more on WhatsApp than on Meta ads, with worse returns. Now WhatsApp is our highest-ROAS channel by a wide margin — and customers genuinely prefer it.
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