The Pet Brand Running 20,000 Products Through WhatsApp

Roms N Raks is not a simple brand to sell on WhatsApp.

They stock over 20,000 pet products — food, toys, supplements, accessories, grooming tools — for dogs, cats, birds, fish, and small animals. Each customer has a different pet, a different breed, different dietary requirements, a different budget. A Golden Retriever owner's needs look nothing like a Siamese cat owner's needs.

When they first built their WhatsApp presence, the conversation volume was manageable. A few hundred messages a day, handled by a small team who knew the catalog well. Then the brand grew. Messages did not stop coming, but the team could not keep up.

The conversion rate on WhatsApp — once their best channel — started falling.

The Problem at Scale

When you have 20,000 products and thousands of daily messages, the bottleneck is not knowledge. It is availability and speed. A customer asking "what is the best food for a 3-year-old Labrador with sensitive digestion?" deserves a specific, confident answer within minutes. At high volume, human teams start giving generic answers, slow answers, or no answers at all.

Roms N Raks was seeing a clear pattern: messages that arrived during peak hours (evenings and weekends) were converting at half the rate of messages that came in during working hours. The product was identical. The prices were identical. The only variable was response speed and quality.

What They Automated

The solution was a WhatsApp sales flow that could handle the full complexity of their catalog while maintaining the feel of talking to a knowledgeable pet store expert.

The flow works like this: a customer messages — "My pug is 8 years old, what food do you recommend?"

The system identifies: senior dog, small breed, likely needs joint support and smaller kibble size. It returns a specific recommendation — one product, with clear reasoning — in seconds.

"For an 8-year-old Pug, I would recommend Royal Canin Pug Adult. It is formulated specifically for Pug anatomy — the kibble shape works with their flat face, and the formula supports joint and heart health which becomes important in senior Pugs. ₹2,500 for 3kg. Shall I send the payment link?"

If the customer asks follow-up questions about ingredients, allergies, or comparisons, the system handles those too. If something falls outside its confident range, it flags for a human.

The Results After Six Months

• 71% conversion rate on WhatsApp conversations — up from 34% before automation
• Average close time: 2 minutes from first message to payment link sent
• 20,000+ products handled without a single dedicated catalog agent
• Response time maintained at under 30 seconds, 24 hours a day, 7 days a week

The team that was previously spending 80% of their time on WhatsApp now spends roughly 20% — handling the genuinely complex conversations, the VIP customers, and the edge cases the system flags.

What This Means for Your Brand

Roms N Raks is an extreme case — 20,000 products is an unusually large catalog. But the underlying challenge is universal.

Whether you sell 20 products or 20,000, your customers are asking questions that require specific, confident answers. The question is whether you can deliver those answers at the speed and scale the channel demands.

The brands that crack this — that make their WhatsApp feel like talking to an expert who knows your catalog inside-out and is always immediately available — build something genuinely hard to replicate.

Customer relationships built on fast, helpful, personalised WhatsApp conversations have a retention quality that advertising cannot buy. When your customer thinks of buying pet food, they do not go to Google. They open WhatsApp and message the brand that has always been there for them.

That is the real prize: not the conversion rate on the first sale, but the habit that makes every subsequent sale effortless.