Matilda Cake: 3× faster confirmations · +40% repeat orders · 98% open rate.
How Dubai's hand-drawn-design, low-sugar cake shop replaced phone calls + web forms with a full WhatsApp ordering flow on Go4whatsup — and a bilingual AI chatbot that answers Arabic + English around the clock.
Custom cakes · Hand-drawn designs · Low-sugar recipes · Dubai, UAE
Challenge
- Orders came in by phone or a long web form. Confirmations took hours — and design iterations (hand-drawn cakes aren't a dropdown) turned into 15-message back-and-forth across channels.
- The web form failed Dubai's multilingual customer base — Arabic speakers dropped off, English speakers hated the phone wait.
- Custom-recipe edge cases (low-sugar, allergen-safe) meant every order needed a real conversation. No tool in the stack was built for one.
- Repeat buyers existed but weren't being re-activated. Promo emails bounced or were ignored.
Solution
- WhatsApp ordering flow on Go4whatsup — cake style selection, design notes, dietary preferences, delivery slot, checkout, and payment all inside the chat.
- Bilingual AI chatbot handles Arabic + English inquiries 24/7: menu questions, pricing ranges, dietary fit, reschedule requests. Hands off to the Matilda team on any bespoke design brief.
- Re-order + occasion reminders wired as automated flows on the same channel — birthdays, anniversaries, last-order anchor.
- Promo broadcasts now go via WhatsApp templates instead of email — open rates jumped to 98%.
Results
- Order confirmations 3× faster — from hours on phone to minutes in chat.
- Repeat orders jumped +40% on occasion-based automated reminders.
- Promotional messages now hit a 98% open rate — vs single-digit email rates.
- Design briefs are captured inside the thread. Kitchen team sees the full context without hunting across tools.
How Matilda Cake went live.
WhatsApp Business API + green tick application filed under Go4whatsup's Meta Business Partner status. Menu + pricing tiers mapped to interactive list messages.
Bilingual chatbot trained on the top 50 Arabic + English FAQs (pricing, dietary options, delivery, design process). Ordering flow + payment-in-chat went live.
Repeat-order + occasion automations switched on for existing contact list. Opt-in templates approved. First wave of broadcasts hit 98% open.
Full cutover off the web form for order intake. Handoff rules tuned so bespoke design briefs go straight to the Matilda team with conversation history attached.
Our customers stopped filling out forms years ago — they wanted to chat. Go4whatsup let us put the whole ordering experience inside WhatsApp, in Arabic and English, without losing the hand-drawn, custom feel that's our brand. Repeat orders jumped 40% and our promos actually get read now.
What powered the story.
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Matilda Cake replaced a web form with a WhatsApp flow in 2 weeks. Bring one number — confirmation time, repeat rate, promo opens — we'll show you the exact steps on the call.
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