Shipnow, a last-mile logistics company for e-commerce, replaced email with WhatsApp to let customers know when their order is arriving. The result: 25% to 33% more people saw the notification, and clicks went up 130%.
In this success story, we explain the problem they faced, how they solved it with treble.ai, and why WhatsApp works better than email for delivery notifications.
Quick summary
Results: 25–33% more opens and 130% more clicks than email.
Company: Shipnow, last-mile logistics for e-commerce.
Challenge: notification emails went unopened, and few customers visited the tracking portal.
Solution: automated WhatsApp delivery notifications with treble.ai
Who is Shipnow?
Shipnow is an Argentine last-mile logistics company focused on e-commerce. It makes sure online store orders reach the buyer’s door.
It offers two main services: cross-docking and fulfillment.
In their team’s words, what sets them apart is the combination of technology and closeness to the customer.
What was Shipnow’s challenge?
The main challenge was getting customers to see delivery notifications. Shipnow used email to tell each buyer when they would visit, but many of those emails were never opened.
Why wasn’t email working?
Emails got lost in the inbox, or customers simply didn’t see them. A delivery notice that goes unread is, by definition, too late.
What was happening with the tracking portal?
Shipnow has a portal where buyers can track their order. The link was inside the email, so if the email wasn’t opened, the customer never reached the portal either.
The goal was clear: reach more customers and get more people to track their shipment.
Why did Shipnow choose treble.ai?
Shipnow chose Treble because it was a ready-made WhatsApp platform. They didn’t have to build anything from scratch, which meant they could launch faster.
How did they meet Treble?
They met Treble at an event hosted by HAL Company, a Treble partner, where the team gave a live demo. At that exact moment, they were looking for a WhatsApp tool for their notifications.
What convinced them?
Speed of implementation. With a ready-to-use solution, they could speed up the project and focus on their use cases instead of technical development.
How does Shipnow use WhatsApp to notify deliveries?
Shipnow sends two automated WhatsApp notifications for every delivery:
- At the start of the day: when the van heads out, the customer receives the time window for their delivery.
- When the driver is close: a second message arrives with the exact delivery time.
This way, buyers know when to be home, without having to look for an email or check their shipment status.
What results did Shipnow get with WhatsApp?
With WhatsApp, Shipnow got 25% to 33% more customers to open and see the notification, and clicks increased 130% compared to email.
| Metric | Result vs. email |
| Notifications opened and seen | +25% to +33% |
| Buyer clicks | +130% |
What was the most surprising metric?
Engagement. Buyers clicked 130% more on WhatsApp than on email, which means many more visits to the tracking portal.
That was exactly what Shipnow wanted: more customers tracking their order in real time.
Why does WhatsApp work better than email for delivery notifications?
Because the message reaches customers where they’re already looking. WhatsApp is the most widely used messaging app in Latin America, and its notifications are seen instantly.
What are the benefits for last-mile logistics?
- Immediacy: a “we’ll be there in 20 minutes” message only works if it’s read right away.
- It doesn’t get lost in the inbox: it doesn’t compete with promotions or land in spam.
- More engagement: tapping a link in a chat is easier than opening an email and searching for it.
- Fewer failed deliveries: if customers know when the order is arriving, they’re more likely to be home.
Shipnow’s case proves it with numbers: same message, different channel, much greater reach.
Would Shipnow recommend Treble?
Yes. Shipnow recommends Treble to companies that want to launch quickly with a ready-made WhatsApp solution.
“I would recommend Treble to any company looking to launch quickly with a solution that’s already built, that doesn’t want to start from scratch, and that’s looking for a simple tool they can set up and adapt to their use cases.”
— Alfredo Quiuan, Chief Technology Officer at Shipnow.
Watch the full interview.
Frequently asked questions
Can you send automated delivery notifications via WhatsApp?
Yes. With the WhatsApp Business API and a platform like Treble, you can send automated notices at every stage of the shipment, such as when the order goes out for delivery or when the driver is about to arrive.
Does WhatsApp have a better open rate than email?
In Shipnow’s case, yes: 25% to 33% more customers saw the notification on WhatsApp than by email, and clicks grew 130%.
Do you need to build an integration from scratch?
No. Treble is a ready-made platform, so you can start sending notifications without building your own solution. You can also connect it via API.
What kinds of companies can use WhatsApp for shipping notifications?
Any company that delivers to end customers: logistics operators, e-commerce, retail, and last-mile couriers.
Want results like Shipnow’s?
Book a demo with treble.ai and see how to automate your WhatsApp notifications.
