Brand
The Türkiye-based ecommerce company used Meta Business Agent Platform on WhatsApp to start conversations with customers in Saudi Arabia right after they placed an order, suggesting complementary products from its catalog and turning confirmation messages into sales.
Their Goal
Customer follow-up that feels personalized
Trendyol is an ecommerce platform that offers 7-8 million products across fashion, electronics, beauty and home goods. The company had been using WhatsApp mainly as a one-way broadcast channel in Saudi Arabia, sending marketing messages to customers with limited follow-up. The moment after a customer placed an order, when they were already engaged with the brand, went entirely untapped.
“Our personalization engine drives more than half of all messages we send. With Meta Business Agent Platform, that same intelligence now lives inside the conversation. Every customer talks to an agent that knows the brands they love, the sizes they wear and the deals they’re eligible for. Every shopper has access to intelligent, instant assistance in Arabic and English. We aren’t just answering queries, we’re building relationships with millions of shoppers across the region.”
Erk Kalender
Head of CRM, Trendyol
Their Solution
Business Agent-led conversations on WhatsApp
The Trendyol team realized it could do more to maximize the moment with Business Agent. When a customer placed an order on the Trendyol app, it triggered a marketing message on WhatsApp: “Your order is confirmed! Want to see items that go with your purchase?” Customers could click “Show matching items” or “Complete the look” to learn more. After they replied, Business Agent took over the conversation and suggested complementary products, drawn from Trendyol’s full catalog and tailored to the customer’s history and preferences, such as shorts and socks to go with new running shoes.
Customers could ask to compare product details side by side before deciding what to buy. After choosing to check out, Business Agent sent a link that opened the Trendyol app with the product loaded in the cart, kept separate from any existing carts to avoid confusion. At the end of the conversation, Business Agent passed the customer back to Trendyol with the full conversation saved, so future interactions could pick up from the same spot. Every shopper received help in either Arabic or English, turning what had once been a one-way notification experience into genuine back-and-forth shopping conversations with millions of customers across the region.
Their Success
Expanded post-purchase interactions
Trendyol reported that Business Agent’s assistance helped it reach a high number of customers quickly, providing instant, personalized help:
- More than 123,000 customers reached via WhatsApp in a single week via marketing messages on WhatsApp and Meta Business Agent*
- 13% of conversations resulted in personalized product recommendations shown as shoppable carousels, each with a one-tap link to checkout*
- Median response time of less than seven seconds, giving shoppers instant, personalized assistance*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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