Case Study: ZARA achieves safer, contactless shopping and reduced wait times with Wavetec WhatsApp Queuing

ZARA, Apparel Industry leader keeping customer experience & safety a top priority

Zara, part of the Inditex group, needed to balance safety, social distancing and occupancy limits with a high-quality in-store experience during COVID-19 disruptions. To solve contactless queuing and customer-flow challenges, Zara partnered with Wavetec to deploy a WhatsApp-integrated virtual queuing system.

Wavetec’s solution uses on-site QR codes or a branch code via WhatsApp to issue e‑tickets, send real-time queue notifications, support priority/multilingual service and enable contactless returns and pickups. The implementation reduced in-store crowding and wait times, optimized staff allocation, let customers wait remotely, and captured behavioral data to inform operations — benefits delivered as part of Wavetec’s holistic CX package.

Zara