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Turn conversation into your highest-performing marketing channel.

The WhatsApp platform built for enterprise retail.

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Trusted by leading brands

Connect with your customers where they are.

One conversation for the entire customer journey.

A full-funnel marketing, acquisition, CRM and engagement channel, all in one persistent, two-way conversation your customer never has to leave.

  1. Discover
  2. Recommend
  3. Buy
  4. Reorder
  5. Serve
A Benefit customer shopping from her phone
Can you recommend a mascara that will lift my short, straight lashes and hold all day?11:06
Merx AIPreferences matched
Short, straight lashesNatural liftAll-day hold
Benefit CosmeticsI know just the ones, Nadia. These match your lashes and the natural, lifted look you love.11:07
Roller Lash
Best matchRoller LashLift & curl£29
BADgal BANG!
More volumeBADgal BANG!36-hour volume£28.50
They’re Real!
Defined lengthThey’re Real!Length & definition£27.50
Roller Lash looks perfect. I’ll take it.11:08
Roller Lash MascaraBuy now · £29
Order confirmedRoller Lash is on its way£29

RCS

Reach customers in their native inbox with rich, verified conversations.

ChatGPT

Control the experience when your customers are talking to ChatGPT.

Instagram

Turn comments, stories and DMs into conversations that convert.

Facebook Messenger

Turn comments, clicks and campaign replies into opted-in customer conversations.

Webchat

Guide and convert high-intent shoppers before they leave your site.

In-app chat

Boost your active users with a conversational interface in-app.

One AI agent. One brand voice. Every channel your customer already uses.

Numbers you can take to your CFO.

  • >10X
    ROAS in 3 monthsZita West
  • 20%
    Order conversion in the first eight weeksMitre
  • +15K
    WhatsApp opt-ins in under three monthsKickers
  • >30%
    Average order value uplift vs the site averageBenefit UK

Results from individual Merx customer programmes. Performance varies by brand, audience, campaign and measurement period.

Benefit needed a new channel as SMS costs rose and engagement slowed.

All case studies
Two smiling Benefit customers embracing

WhatsApp is now the fastest-growing channel for Benefit, and the CRM team launches new campaigns in hours.

  • 10xROI in three months
  • >85%Contactability
  • >30%AOV uplift
Read the Benefit story

What Merx adds to your CRM

Merx unifies conversations, customer data, and AI around your CRM, making every interaction more relevant than the last.

  • Grow opt-ins

    Turn store and digital touchpoints into a contactable audience.

  • Collect customer data

    Learn preferences and intent from every customer conversation.

  • Assist customers

    Help customers find the right product and buy with confidence.

  • Engage and retain

    Start timely, personal conversations that bring customers back.

Live in 14 days. Without a heavy IT project.

Four focused steps from signature to first campaign. You keep the brand voice; we do the setup.

  1. 01Day 1

    Align

    We verify your WhatsApp Business account, agree the first channel objective, and set success metrics together.

  2. 02Days 2–5

    Connect

    Your store and CRM plug into Merx, with no rebuild and no heavy IT project.

  3. 03Days 6–12

    Train

    We train the AI agent on your brand voice, set guardrails, and build your first journey.

  4. 04Day 14

    Go live

    Your first campaign launches with Merx alongside your team to optimise every next step.

Book a demo

Conversational insights

See what shoppers want. Act on it while it matters.

Turn every question, preference, and purchase signal into sharper campaigns and more relevant customer journeys.

Summary

Product interest is up 18%, led by availability questions and new-season launches.

Total conversations12,842
Customer-led conversations7,206
Top topicProduct enquiries
Topic clustering

Conversation landscape

Each colour represents a topic. Dot density reflects conversation volume.

6 topic clusters
Product enquiriesShipping & deliveryReturns & refundsAccount supportPricing & promotionsGeneral questions
Ask a follow-up question

Security & Compliance

Enterprise-grade security, by default.

Certified to ISO/IEC 27001 and GDPR compliant, with personal data masked and encrypted across every customer conversation.

  • Peers Quality Assurance and UKAS ISO/IEC 27001:2022 certification logoISO/IEC 27001 certified
  • GDPR compliant
  • EU AI Act readiness
  • Meta Business Partner

  • Supervision

    Your team sets the rules for every AI-led conversation, with clear guardrails and a human ready to step in whenever needed.

  • Data governance

    Personal data is masked and encrypted, so customer information stays inside the policies and systems your business already trusts.

  • Privacy

    Customer data stays yours. Merx is built for GDPR, with personal data handled inside the policies and controls your business already trusts.

Integrations

Your whole stack, connected.

Commerce, CRM, service, and analytics stay in sync with every customer conversation.

Explore integrations

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