How Italian Deli Online in South Africa Increased Sales with WhatsApp Marketing & AI Support
- Or Schreiber
- Aug 12
- 2 min read
About Italian Deli Online
Italian Deli Online is a leading South African e-commerce store specializing in authentic Italian food products - from gourmet pasta and sauces to premium olive oils, cheeses, and sweet treats. Based in South Africa, they deliver nationwide, bringing the true taste of Italy to homes and businesses across the country.
The Challenge Before Dondy
As their online store grew, Italian Deli Online wanted to:
Stay connected with customers on WhatsApp, where open and response rates are highest.
Recover more abandoned carts and site visits that didn’t result in a purchase.
Build trust with first-time visitors while encouraging repeat purchases.
Provide instant, 24/7 sales and support without increasing operational costs.
Dondy’s WhatsApp Marketing & Support Solution
With Dondy’s WhatsApp Support & Marketing Platform, Italian Deli Online transformed how they engage customers and drive sales.
24/7 AI-Powered WhatsApp Agent for Sales & Support
An AI agent now answers customer questions instantly - from product availability to order tracking - helping customers make faster purchase decisions while reducing support team workload.
WhatsApp Widget for Trust and Accessibility
A WhatsApp widget on their website assures customers they can reach the store anytime, improving both trust and conversion rates.
Automation Flows Driving Sales
Italian Deli Online uses multiple automated WhatsApp flows to increase conversions:
Abandoned Checkout Recovery – Engages customers who left the checkout page before completing an order, leading to high recovery rates.
Abandoned Site Recovery – Reminds visitors who browsed without purchasing to return and complete their order.
Verified Loox Review Requests via WhatsApp – After a purchase, customers receive a review request directly in WhatsApp, boosting review volume and authenticity.
Targeted WhatsApp Marketing Campaigns
Italian Deli Online runs 2–3 marketing campaigns each month targeting smart customer segments, such as:
Repeat customers – Receive updates on new arrivals and seasonal collections.
Lapsed customers – Get personalized reactivation messages to bring them back.
High-value shoppers – Receive early access to special products and promotions.
These campaigns achieve over 90% delivery rates and extremely high read rates, far outperforming traditional email or SMS marketing in South Africa.
Results in the Last 30 Days
Over 96% delivery rate and strong read rates on both campaigns and automation flows.
Thousands of percent ROAS on some flows, proving the high ROI of WhatsApp marketing.
Multiple automation flows working together to recover sales and increase repeat orders.
Minimal unsubscribe rates, showing customers value the communication.
Impact on South African E-Commerce
Italian Deli Online’s success story highlights how South African e-commerce brands can use WhatsApp marketing, AI-driven customer support, and automation to:
Increase sales and repeat purchases.
Reduce cart abandonment.
Collect more verified product reviews.
Deliver 24/7 customer service without hiring more staff.
For South African online stores, the combination of smart segmentation, personalized WhatsApp messaging, and AI support offers a competitive advantage that traditional marketing channels can’t match.
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