How an eCommerce Brand Increased Conversions by 38% Using Reflys Chat Automation?
- January 30, 2026
- Case Study
Client Snapshot
- Industry: D2C Fashion eCommerce
- Sales Channels: Instagram and WhatsApp
- Business Size: Small to mid-size online brand
- Monthly DM Volume: 3,000 plus conversations
- Primary Market: Urban online shoppers
The brand had a strong presence and visibility on Instagram. Their reels and posts gained strong reach, comments, and saves. But behind the scenes, the team was facing challenges in converting that engagement into actual sales.
The Problem
Most of the brand’s sales came from Instagram traffic. Customers were constantly messaging the brand with questions like price, size availability, delivery time, and return policy.
The problem was speed and scale.
During peak hours, the support team could not reply to everyone. Messages piled up. Many users never got a response. Some replies came hours later, when the buying intent was already gone.
Key challenges included:
- The majority of Instagram DMs went ignored during rush hours
- Repetitive questions wasted support time
- And the “price” and “link” comments weren’t converting to leads.
- No follow-up system for interested leads
- High engagement, but low checkout conversion in general.
The brand knew that people wanted to know. They were not able to manually transcribe conversations fast enough.
Goals and Success Metrics
It is not the type of traffic a brand is looking for. They desired more from the traffic they had.
Their goals were clear:
- Answer every Instagram message and WhatsApp instantly
- Convert comments into real leads
- Forward users to product and checkout pages
- Make life easy for your support team
- Boost site-wide conversion from social channels
The success metrics would be response rate, lead capture and real sales impact.
The brand opted for Reflys to automate their chats so they could still have personal exchanges with people without seeming too robotic.
The Solution: Reflys in Action
The brand chose Reflys to automate conversations without losing the personal feel of chat.
The brand chooses Reflys to automate their chats so they could still have personal exchanges with people without seeming too robotic.
Instead of focusing on complex chatbot flows, the strategy was simple. Answer faster. Guide users better. Follow up automatically.
Using Reflys, the brand set up:
- Instagram comment automation for keywords like price, link, and buy
- Instant DM replies with product details and purchase links
- WhatsApp automation for order updates and follow-ups
- Automated messages for frequently asked questions
- A shared inbox to track and manage all conversations
Every interaction had one goal. Move the customer one step closer to checkout.
Implementation: How It Was Set Up?
The setup process was quick and required no coding.
Within two days:
- Instagram and WhatsApp accounts were connected to Reflys
- Keyword-based triggers were created for posts and reels
- Automated DM messages were written in the brand’s tone
- Product links and discount codes were added to replies
- Basic follow-up messages were scheduled for non-buyers
The marketing team handled everything on their own. No developer. No complex integrations.
Once live, the system worked quietly in the background while the team focused on campaigns and content.
Results After 30 Days
The impact was visible within the first week. After one month, the numbers told a clear story.
Key results:
- 38 % increase in social media conversions
- 90 % of DMs answered instantly
- 4x increase in leads from Instagram comments
- 40 % reduction in manual support workload
- Higher checkout completion from WhatsApp users
Users who received instant replies were far more likely to click product links and complete purchases. The brand did not change pricing or ads. They simply improved conversation handling.
Client Feedback
“Before Reflys, we were losing sales every day without realizing it. Now every comment and DM becomes an opportunity. We are responding quickly with DM auto replies, converting more into actual sales without stressing existing staff and hiring more.”
— Founder, D2C Fashion Brand
Why Reflys Worked
It wasn’t just automation that made the achievement possible. It was timing and relevance.
Reflys helped the brand by:
- Reacting when customers are most interested
- Auto-convert even more comments into side conversations
- Leading users toward the next clear answer rather than just a generic response
- Improving conversation organization between Instagram and WhatsApp
- Allowing automation without sounding robotic
Customers felt helped, not pushed. The brand stayed present even when the team was offline.
Value Proposition for eCommerce Brands
This story is an example of a basic truth. Most eCommerce brands do not need to spend more on ads. They need better conversations.
Reflys helps brands:
- Convert engagement into revenue
- Capture leads directly from social platforms
- Reduce dependency on manual support
- Scale sales without increasing team size
- Improve customer experience with real-time responses
For brands selling through Instagram and WhatsApp, chat is no longer just support. It is a sales channel.
Final Takeaway
This eCommerce brand did not grow by doing more. They grew by responding better.
By using Reflys chat automation, they turned everyday conversations into measurable revenue. Faster replies led to higher trust. Higher trust led to more sales.
