Industry
E-commerce & D2C Brands
Nigerian and African e-commerce runs heavily on conversational channels — Instagram DMs, WhatsApp orders, phone confirmations — alongside storefronts. That hybrid reality means the biggest operational gaps usually sit between the chat inbox, the order record and the delivery status.
Inbound
Where customer demand gets lost
Product questions and orders arrive in DMs and chats; without capture into records, conversations are lost when staff change or inboxes overflow.
Order-status questions (“has mine shipped?”) consume support time that a status flow could absorb.
Operations
Where internal work becomes invisible
Orders confirmed in chat need manual transcription into whatever tracks fulfilment — a stage where details and payments get misrecorded.
Returns, complaints and repeats have no linked history, so problem patterns stay invisible.
A suitable system
What we would build — and how it flows
- Chat-to-record capture for enquiries and orders
- Order status flows with customer-facing updates where practical
- Support request records with ownership and status
- Product and stock information aligned with the storefront where integration allows
- Returns and complaint records
- Reporting: order volumes, statuses, support themes, repeat customers
- Chat / site enquiry
- Order recorded
- Payment confirmed
- Fulfilment status
- Customer update
- Delivered
- Support history
Honest limits
Assumptions, dependencies and what we will not claim
- Integrations with specific storefront platforms, payment providers or marketplaces depend on their available APIs and terms of service
- We do not build systems that scrape or automate platform messaging against its rules
- Payment confirmation flows use verified payment providers only
Pattern, not prescription
Questions
Frequently asked
We sell mostly through Instagram and WhatsApp. Is a website even needed?
Related services
Which service usually applies here
24/7 Lead Engine
Connected customer-acquisition workflows that receive, record, organise and follow up on every enquiry.
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Booking & Customer Experience
Connect the important steps between an enquiry and a confirmed, well-communicated service.
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Internal Business Systems
Useful systems for the work that happens after the sale — orders, records, stock, dispatch and reporting.
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Revenue Operating System
An integrated system connecting the full journey: traffic, website, lead capture, customer record, follow-up, booking or quotation, delivery and reporting.
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Running a e-commerce & d2c brands business with one of these problems?
Describe your workflow in a free fit assessment. We will tell you honestly whether a system is the right response — and if so, what the smallest useful version looks like.