01The challenge
Turning loyal shoppers into a WhatsApp audience
The brand sells trendy fashion online and in its own stores, and has a loyal customer base.
It wanted to reach those customers directly on WhatsApp, with their permission, and send each of them offers that suit them rather than one message for everyone.
02What they switched on
Opt-ins first, then targeted offers
The brand used SAMWAD to build a list of customers who chose to hear from it on WhatsApp, then grouped them and sent each group its own offers.
- 1Campaigns →
An opt-in campaign
The brand invited customers to opt in to WhatsApp updates, so its messages went only to people who had asked for them.
- 2Campaigns →
Segments and targeted messages
Opted-in customers were grouped into segments, and each segment received its own targeted messages.
- 3Message templates →
Real-time offers during sales events
During sales events, customers received real-time offers on WhatsApp while the sale was on.
See it in WhatsApp
One of the automations above, as the customer sees it.
Illustrative chat. Names and details are examples.Hi Kavya, our sale starts today, and WhatsApp subscribers get first look. Want to see the offers?
10:40 amShow meNot nowHere are today's offers, online and in store. Reply STOP any time to stop these updates.
10:42 am03The results
A bigger audience that buys again
More customers opted in to hear from the brand on WhatsApp, about 30% more than before, and repeat purchases rose 25%.
Sales grew by at least 15%, engagement by at least 20%, and conversion during sales events was 25% higher.
04What you can copy
Lessons for e-commerce and D2C teams
- Build your opt-in list first. Each campaign after that depends on it.
- Segment before you send, because different customers respond to different offers.
- Measure each campaign against one baseline, so the numbers you publish stay consistent.
How we measured
- 30% more WhatsApp opt-ins. Growth in customers who opted in to WhatsApp messages, as reported in the original case study. Source: reported by the customer.
- 25% more repeat purchases. As reported in the original case study. Source: reported by the customer.
- 15% more sales. Sales growth. Original page gave two different figures; we use the lower one. (15% and 20%) Source: reported by the customer.
- 20% more customer engagement. Engagement growth. Original page gave two different figures; we use the lower one. (20% and 30%) Source: reported by the customer.
- 25% higher conversion in sales events. Conversion during sales events, as reported in the original case study. Source: reported by the customer.