About
About Forevermark by De Beers
Forevermark is a premium diamond jewellery brand that engages customers through retail stores and digital marketing. The journey runs from product discovery and marketing communication through enquiries, lead generation, purchase and order processing, to post-purchase updates.
The brand operates across multiple store locations and uses dedicated store-wise WhatsApp numbers for Delhi, Noida, Mumbai, Borivali, Chandigarh and others, along with a separate transactional channel. The DoubleTick setup is integrated with the customer's CRM so customer and transactional information flows between the two, and Click-to-WhatsApp ads bring prospects from Meta campaigns straight into WhatsApp.
Forevermark is also exploring AI-led product discovery and lead qualification, where an AI agent understands a customer's jewellery requirements, recommends relevant products with images, descriptions and pricing, and qualifies the lead before handing it to the sales or support team.
The challenge
What they set out to solve
Bring the entire customer engagement journey onto WhatsApp while making it more scalable, personalised and efficient. The specific use cases:
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What Forevermark by De Beers runs on
More in this industry: E-commerce, D2C & Retail on DoubleTick
