For E-commerce & Retail

Turn DMs into orders before the tab closes

Shoppers ask one question and buy where the answer comes first. BM CRM replies on WhatsApp, Instagram and Messenger in seconds, follows up with hesitant buyers automatically, and reports real purchases back to your ad platforms.

Instant product answers Hesitant buyers recovered Real sales back to ads
Instagram · 4:20 PMAI · your catalogue
Do you have the beige abaya in medium?
Yes, medium is in stock. Want me to reserve it and send the link?
Yes please 🙌
Order placed from chat
What it looks like

A size question at 9:05pm, an order before the tab closes

Availability and delivery answered from your own catalogue, the hesitation handled in the same thread, and the sale reported back to the ad that started it.

Instagram DM · Tue 8:41 AMAI · she opened the thread
A marketplace listing has your grinder at $219.00. Your site says $289.00. Is that seller yours?
They are not on our authorized list. The two-year warranty registers against a receipt from us or from an authorized dealer only, so a unit bought there would not register. Paste any seller name and I will check it.
Figured. I am in Boise — how fast from you?
Two business days on ground, and there is an authorized dealer in Boise if you would rather look at one first. Your cart will read above $289.00 on the last step: Idaho sales tax is added at the checkout, not baked into the posted price.
She opened this thread, so the answer is a service reply · the restock alert she asked about next is a separate opt-in, taken in writing and stored with its source and the moment it was given
Her follow-up waits for 10:15 AM Mountain · the send window you set runs on the recipient’s clock, not the store’s Eastern one
Answered from your own product knowledge · the AI never vouched for a seller you had not listed
The gap, in your world

The cart is full. The question is unanswered

Nothing here is a stock problem or a pricing problem. It is an answering problem, and it happens after hours.

  1. 9:05 PMA shopper DMs to ask whether the jacket runs small and when it would arrive.
  2. 9:07 PMNo answer yet, so she opens two other shops that sell something similar.
  3. 9:20 PMOne of them replies. The question was never really about the jacket — it was about who felt safe to buy from.
  4. 10:00 AMYour team answers the DM. The order went somewhere else eleven hours ago.
How it works for a shop

From the DM to a paid order

  1. 01The question arrives from wherever they saw you.An Instagram DM, a comment under an ad, WhatsApp or your website — in one inbox, with their previous orders beside the thread.
  2. 02The AI answers from your catalogue.Sizes, availability, delivery times and prices from the knowledge base you loaded, in their language, in seconds.
  3. 03Hesitation gets a second chance.A shopper who asked and vanished is followed up politely and automatically, and the sequence stops the moment they reply or buy.
What it changes

Three things the shop feels this month

Public interest turned into orders

Comments under your ads get an instant on-brand reply, and the person who asked moves into a DM where a real answer fits. On a busy campaign the comment section is where most of the intent sits — and it is the part most shops leave unanswered in public.

Comments under your TikTok adauto-replied · 1 skipped
t
tasha_rae

why was my total higher than the price in the video

↳ Sales tax for your state is added at the checkout — the number in the video is the item price 🧾
M
Marcus B.

notify me when the walnut one is back

↳ Will do — tap the link to confirm it in writing and you are on the list for the walnut one only 🔔
d
dm_growth_offers

we sell verified 5★ reviews, 200 this week, DM for rates

Real commenters become contacts under that exact ad · the review seller got no reply and no contact record

The second conversation you never had time for

Most people who ask a question and disappear are not lost, they are busy. A polite follow-up a day later — stopped instantly if they reply — recovers the orders that used to sit in an unread DM until the interest died.

Ads that learn what actually sold

Purchases report back to Meta, TikTok and Snapchat with their value, so optimisation chases revenue instead of add-to-carts. Two campaigns with the same cost per click rarely have the same cost per order, and this is what makes that visible.

How to compare

What to look for in a CRM for a shop

Ask these of any vendor, us included. Social selling lives or dies on the first reply.

  1. How fast is the first answer?Ask what reaches a shopper who asks at 9pm. Anything slower than a minute is competing with a shop that answered in seconds.
  2. Where do product answers come from?Ask which file the AI may answer from. Invented stock or delivery promises cost more than a lost sale — they cost the review.
  3. Are comments covered, not just DMs?Ask whether comments on ads get replies and whether that can move the person into a private conversation.
  4. Do sales reach the ad platforms with value?Ask whether purchase events carry the order value, and whether the same order can report twice.
  5. Is one shopper one record?Ask what happens when the same person messages on Instagram and WhatsApp — one contact with one history, or two leads with half a story each.
What you can count on

Guarantees, not good intentions

Each of these is enforced in the product, on every conversation, whatever anyone configures.

Stock and delivery answers come from youThe AI answers from your catalogue knowledge base. What is not in there is flagged to your team rather than promised to a customer who will hold you to it.
A follow-up stops when they answerEvery sequence step is skipped the moment the shopper replies or orders, so nobody is chased for something they already did.
Offers only reach customers who opted inConsent is checked inside the send, and STOP is honoured instantly — only the customer can reverse it.
One order reports oncePurchase events are keyed per order, so a retry or a re-save can never inflate what a campaign appears to have sold.
FAQ

Questions people ask before they buy

Can it answer from our product catalogue?

Yes, load your products, prices and policies into the knowledge base; the AI answers only from it.

Does it handle Instagram comments?

Yes, comments on ads and posts get automatic on-brand replies, and DMs land in the shared inbox.

Can we message past customers about a new collection?

Yes, approved-template broadcasts to your opted-in customers, with delivery and reply tracking.

How do ads know what sold?

Won deals report back to Meta, TikTok and Snapchat automatically, matched to the ad that brought the customer.

Can it answer product questions?

Yes — sizes, availability, delivery and prices from your catalogue knowledge base, in seconds, in the shopper's language.

Are comments on ads covered?

Yes. Comments get an instant on-brand reply and the person can be moved into a DM where a real answer fits.

What happens to a shopper who asks and disappears?

A polite follow-up goes out later, and it stops the moment they reply or order.

Do sales reach the ad platforms?

Yes — purchases report back to Meta, TikTok and Snapchat with their value, exactly once per order.

Stop losing customers while you sleep.

Switch on BM CRM and turn every enquiry, from every channel you run, into a booked appointment, starting today.

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