Designing a 0 → 1 WhatsApp Marketing SAAS Platform
Sayl.ai is an AI-powered platform designed to enhance sales and customer engagement on WhatsApp for Indian D2C brands. I was involved in product planning and co-led the product design end-to-end in launching of the MVP.
Role
Product Design
Conversational Design
Product Strategy
Usability Testing
100+
Total customers onboarded
1.2M+
Conversations handled/ month
60 days
Time to market
Navana.ai
2022
May to Aug
Designing a 0 → 1 WhatsApp Marketing SAAS Platform
Sayl.ai is an AI-powered platform designed to enhance sales and customer engagement on WhatsApp for Indian D2C brands. I was involved in product planning and co-led the product design end-to-end in launching of the MVP.
Role
Product Design
Conversational Design
Product Strategy
Usability Testing
100+
Total customers onboarded
1.2M+
Conversations handled/ month
60 days
Time to market
Navana.ai
2022
May to Aug
100+
Total customers onboarded
1.2M+
Conversations handled/ month
60 days
Time to market
Context
The usage of WhatsApp is on the rise in the Indian market with upwards of 600M active users, and with it, the ways in which chat interfaces like WhatsApp are utilized, are also expanding. Personalized e-commerce interactions are quickly becoming the norm.
The usage of WhatsApp is on the rise in the Indian market with upwards of 600M active users, and with it, the ways in which chat interfaces like WhatsApp are utilized, are also expanding. Personalized e-commerce interactions are quickly becoming the norm.
What is the product?
In response to this trend, Sayl.ai focused on developing a user-friendly and efficient CMS dashboard for WhatsApp marketing. This platform is designed to empower e-commerce brands to establish a WhatsApp 'store' that covers every stage of the customer journey, from lead generation to sales and customer support.
In response to this trend, Sayl.ai focused on developing a user-friendly and efficient CMS dashboard for WhatsApp marketing. This platform is designed to empower e-commerce brands to establish a WhatsApp 'store' that covers every stage of the customer journey, from lead generation to sales and customer support.
Who is the user?
We had to cater to two distinct user groups with two specialised interfaces: Brands and their customers.
We had to cater to two distinct user groups with two specialised interfaces: Brands and their customers.
How is WhatsApp marketing different?
"By entering WhatsApp DMs, you're stepping into a zone reserved for friends & family, making it an intensely personal space.” Marketing here demands exceptional sensitivity.
"By entering WhatsApp DMs, you're stepping into a zone reserved for friends & family, making it an intensely personal space.” Marketing here demands exceptional sensitivity.
Product Market fit
My role encompassed analysing the competitive environment and brand requirements, while strategising for our Minimum Viable Product (MVP). The design team recognized a gap in market offerings: a genuinely engaging and user-centric experience, which was absent among our competitors.
My role encompassed analysing the competitive environment and brand requirements, while strategising for our Minimum Viable Product (MVP). The design team recognized a gap in market offerings: a genuinely engaging and user-centric experience, which was absent among our competitors.
Joy + Innovation
Joy + Innovation
Joy + Innovation
We aimed to infuse a joyful experience coupled with innovation into our product. The product focus is on developing features that not only distinguish brands in the marketplace but also enhance user retention and satisfaction.
We aimed to infuse a joyful experience coupled with innovation into our product. The product focus is on developing features that not only distinguish brands in the marketplace but also enhance user retention and satisfaction.
We aimed to infuse a joyful experience coupled with innovation into our product. The product focus is on developing features that not only distinguish brands in the marketplace but also enhance user retention and satisfaction.
The Process
The Process
I was involved in the product strategy and co-led the end-to-end design ownership of the product.
I was involved in the product strategy and co-led the end-to-end design ownership of the product.
Product Roadmapping
Market Study
User Research
Competitor Analysis
Feature Definition
Scope Definition for MVP
Journey Mapping
PRD creation
Experience Design
UX Design
UI Design
Usability Testing
Solution
Solution
The Sayl.ai platform was designed to empower businesses and customer alike keeping in mind simple yet powerful design principles.
The Sayl.ai platform was designed to empower businesses and customer alike keeping in mind simple yet powerful design principles.
Sayl is built with user-centric design focused on intuitive usability and personalized experiences, to empower Indian D2C brands.
Sayl is built with user-centric design focused on intuitive usability and personalized experiences, to empower Indian D2C brands.
Design to Empower
Innovative solutions to enhance marketing for small scale brands, for stronger customer relations.
Innovative solutions to enhance marketing for small scale brands, for stronger customer relations.
Design for Joy
Celebrate and communicate early and often to improve motivation and delight.
Celebrate and communicate early and often to improve motivation and delight.
Design for Simplicity
Optimised designs and user-flows to speed up high-volume, repetitive tasks.
Optimised designs and user-flows to speed up high-volume, repetitive tasks.
Core Features
Core Features
Core Features
SALES CAMPAIGNS
One-click to shop on WhatsApp
One-click to shop on WhatsApp
One-click to shop on WhatsApp
Opportunity
Opportunity
Many brands invested heavily in customizing sales flows, a demanding process for both the brand and SaaS providers. Self-serve flows were primarily geared towards marketing, directing users to external shopping platforms.
Many brands invested heavily in customizing sales flows, a demanding process for both the brand and SaaS providers. Self-serve flows were primarily geared towards marketing, directing users to external shopping platforms.
Design Implementation
Design Implementation
Streamline sales processes through templatised flows.
Presenting end-to-end sales as a 'campaign' mirrors the familiar setup experience of marketing campaigns, enhancing efficiency and effectiveness.
Streamline sales processes through templatised flows.
Presenting end-to-end sales as a 'campaign' mirrors the familiar setup experience of marketing campaigns, enhancing efficiency and effectiveness.
WHATSAPP STORE-FRONT
Unique lead-ins to WhatsApp store
Unique lead-ins to WhatsApp store
Unique lead-ins to WhatsApp store
Opportunity
Opportunity
We identified a gap in organic WhatsApp engagement tools and introduced the WhatsApp Store-front feature, allowing brands to create unique entry points for lead generation, precise engagement tracking such as individual links per influencer.
We identified a gap in organic WhatsApp engagement tools and introduced the WhatsApp Store-front feature, allowing brands to create unique entry points for lead generation, precise engagement tracking such as individual links per influencer.
Design Implementation
Design Implementation
Quick 2-step setup for welcome journey and trigger interaction.
Key features to enable customers to have a direct brand communication for sales or support.
Streamline sales processes through templatised flows.
Presenting end-to-end sales as a 'campaign' mirrors the familiar setup experience of marketing campaigns, enhancing efficiency and effectiveness.
AI COPYWRITER
Generate curated WhatsApp marketing copies
Generate curated WhatsApp marketing copies
Generate curated WhatsApp marketing copies
Opportunity
Opportunity
Smaller brands typically don't have dedicated teams
for crafting tailored content for each platform, leading to sales teams repurposing existing social media content. This results in less impactful WhatsApp campaigns.
Smaller brands typically don't have dedicated teams
for crafting tailored content for each platform, leading to sales teams repurposing existing social media content. This results in less impactful WhatsApp campaigns.
Design Implementation
Design Implementation
Design prompts to generate curated marketing copies for WhatsApp, brand, and product.
Easy form-fill inputs for the user to gauge intent with editable suggestions for customisation.
Streamline sales processes through templatised flows.
Presenting end-to-end sales as a 'campaign' mirrors the familiar setup experience of marketing campaigns, enhancing efficiency and effectiveness.
Other Features
Other Features
Real-time Dashboard Analytics
Real-time Dashboard Analytics
The dashboard serves as both a learning hub and a snapshot overview of WhatsApp usage and performance. This helped brands to keep check of their ROI, performance and discovering new upgrades to the platform.
The dashboard serves as both a learning hub and a snapshot overview of WhatsApp usage and performance. This helped brands to keep check of their ROI, performance and discovering new upgrades to the platform.
Journey Builder
Journey Builder
Recognising each brand's uniqueness, we created 'Journeys' — a drag-and-drop tool enabling brands to craft custom flows effortlessly, allowing for creative marketing strategies.
Recognising each brand's uniqueness, we created 'Journeys' — a drag-and-drop tool enabling brands to craft custom flows effortlessly, allowing for creative marketing strategies.
Gen AI Copilot Concepts
Gen AI Copilot Concepts
Gen AI Copilot Concepts
Gen AI: Smart Marketer
Gen AI: Smart Marketer
Smart Marketer evaluates past campaigns, customer purchase patterns, and brand inventory to offer strategic suggestions for high impact marketing.
Smart Marketer evaluates past campaigns, customer purchase patterns, and brand inventory to offer strategic suggestions for high impact marketing.
Gen AI: Support Co-Pilot
Gen AI: Support Co-Pilot
AI Copilot interprets customer conversations, analyzing tone and intent to recommend the most appropriate responses.
AI Copilot interprets customer conversations, analyzing tone and intent to recommend the most appropriate responses.
Conversational Design
Conversational Design
Conversational Design
Unlike a regular e-commerce purchase journey, WhatsApp is a chat based platform which has a linear interaction architecture. This requires all the steps in the shopping journey to be one after another leading to a lengthier flow prone to fatigue and drop-offs.
Unlike a regular e-commerce purchase journey, WhatsApp is a chat based platform which has a linear interaction architecture. This requires all the steps in the shopping journey to be one after another leading to a lengthier flow prone to fatigue and drop-offs.
Conversational Design
We took leverage of fatigue reducing strategies such as pre-fills, enabling shortcuts and optimisation of the regular shopping journey.
The magic of good copy
“Write for a person.” Whatsapp is a personal chat interface so we designed the copy being addressed to a person rather than an open-ended audience.
Drop-offs & Error scenarios
We deployed reminder flows to recover user drop-offs, enabling them to resume where they left off. Our context-aware error messages provide helpful troubleshooting guidance.
Leveraging existing user data
The brand’s storefront holds valuable but overlooked customer data. By leveraging names and stored addresses, we optimized the sales journey into 3 steps.
Customer Testimonials
Customer Testimonials
Customer Testimonials
Sayl.ai’s cutting-edge SaaS solution, has truly elevated our WhatsApp marketing and customer support capabilities. One of the most outstanding features is the automated WhatsApp order update messages, which is integrated with our Shopify platform and has led to a noticeable improvement in our re-order rates.
Sayl.ai’s cutting-edge SaaS solution, has truly elevated our WhatsApp marketing and customer support capabilities. One of the most outstanding features is the automated WhatsApp order update messages, which is integrated with our Shopify platform and has led to a noticeable improvement in our re-order rates.
Bharat Dhody
CEO, Doki
As a D2C start up, our biggest challenge was to retarget and engage our existing customers consistently. That's where Sayl.ai worked really well very for us. My absolute favourite feature is the AI copywriter, which helps us draft WhatsApp templates that are attractive, engaging and helps maintain a high quality rating as well.
As a D2C start up, our biggest challenge was to retarget and engage our existing customers consistently. That's where Sayl.ai worked really well very for us. My absolute favourite feature is the AI copywriter, which helps us draft WhatsApp templates that are attractive, engaging and helps maintain a high quality rating as well.
Nithya G
Founder, Habbada Fashions
Sayl’s AI-powered WhatsApp bots have significantly boosted efficiency. The bots handle most queries, allowing our agents to focus on crucial issues, leading to higher CSAT scores and impressive resolution rates.
Sayl’s AI-powered WhatsApp bots have significantly boosted efficiency. The bots handle most queries, allowing our agents to focus on crucial issues, leading to higher CSAT scores and impressive resolution rates.
Gaurav Zatakia
CEO, Flo Mattress
Our WhatsApp bot integration with Sayl.ai has been very successful and has helped us tremendously in the admission cycle. We also use their broadcast facility effectively. Thanks to the team at Sayl.ai for all support provided during design of the bot!
Our WhatsApp bot integration with Sayl.ai has been very successful and has helped us tremendously in the admission cycle. We also use their broadcast facility effectively. Thanks to the team at Sayl.ai for all support provided during design of the bot!
Avinash Vaidya
Pillai College of Engineering