Merx is the AI-first conversational commerce platform that lets enterprise retail and beauty brands talk with their customers, at scale, inside WhatsApp. At the core is an on-brand AI agent that holds real, two-way conversations: it answers questions, recommends products, recovers carts, takes orders, and handles post-purchase service, all in your brand's voice and within guardrails you control.
This is commerce that feels like a conversation, not a campaign blast. Customers reply, ask, browse, and buy in the same thread, and because it's WhatsApp, they actually see it. Contactability runs above 85%, open rates reach 98%, and first-party data is captured from 99% of subscribers as the conversation unfolds. Campaigns return 7–14x on spend.
Results from live programmes:
- Benefit UK (LVMH): 8:1 ROAS in 10 weeks — £47,700 from just 1% of the base, with 45% engagement.
- Napiers: 22x ROAS and a 71% AOV uplift, with WhatsApp becoming their #1 channel in six months.
- Zita West: 30x ROAS in three months, converting 17% of abandoned carts (versus 5% on email).
Built for enterprise: a brand-sentiment analyser, jailbreak detection, human-in-the-loop oversight, and ISO 27001 certification keep every conversation on-brand and secure. Live in around 14 days, with roughly 0.5–1 day of engineering effort and about an hour a week to run.
"Merx's AI-enabled platform gave us a smarter way to engage. It's helped us personalise at scale, collect real insight, and rebuild our CRM with people who actually convert."
Ometria gives brands a unified view of every customer and orchestrates marketing across email, SMS, and more. Merx turns that intelligence into conversation, deploying an on-brand AI agent that engages each customer one-to-one over WhatsApp.
Ometria decides who to reach and when; Merx's AI agent picks up the thread and actually talks to the customer, answering questions, recommending the right product, recovering an abandoned cart, or resolving a service query, all in the brand's voice and within strict guardrails. Instead of a one-way send, the customer gets a real conversation that moves them from interest to purchase. Every reply, preference, and intent signal captured in that exchange flows back to enrich the customer profile Ometria already powers.
The payoff is engagement most channels can't match: 85%+ contactability, 98% open rates, first-party data from 99% of subscribers, and 7–14x campaign ROI — turning Ometria-driven journeys into live, on-brand conversations that convert. Brands are typically live in around 14 days.
When a customer leaves items behind, Ometria triggers the moment and Merx's on-brand AI agent opens a WhatsApp conversation — answering sizing or stock questions, handling objections, and guiding the customer to checkout in the same thread. Zita West converts 17% of abandoned carts this way, versus 5% on email.
The AI agent acts like a knowledgeable shop assistant in chat: it asks what the customer is looking for, understands their preferences, and recommends the right products, all in the brand's voice. Every reply enriches the customer profile in Ometria, sharpening future targeting.
Instead of static forms, Merx captures preferences, intent, and zero-party data naturally as the customer chats. First-party data is captured from 99% of subscribers and flows straight back to Ometria, deepening the single customer view that powers every journey.
Ometria defines the audience and timing; Merx delivers it as a two-way conversation customers actually see : 85%+ contactability and 98% open rates, versus ~30% reach on email. Benefit UK drove £47,700 from just 1% of its base at 8:1 ROAS in 10 weeks.
After the sale, the AI agent handles order updates, questions, and re-engagement in conversation, keeping customers active without adding service headcount. WhatsApp became Napiers' #1 channel within six months, contributing to 22x ROAS and a 71% AOV uplift.
Every conversation runs through a brand-sentiment analyser, jailbreak detection, human-in-the-loop oversight, and ISO 27001-certified security, so the agent stays on-brand and compliant at scale. Brands are typically live in around 14 days with minimal engineering effort.
