Success Story

IRVINS, world’s most addictive snack, achieves 88% and 40% CTR, boosting loyalty and efficiency in 6 months

Architect
Email
WhatsApp

88%

checkout rate attributed via chatbot

40%

CTR from Story
to Product Pages

82%

queries resolved
without live agent

Industry

Food & Beverage

Themes

Cross-Channel Journeys
Cart Recovery

Channels

WhatsApp
Web Personalization
Email

Tools

Architect
InStory
Chatbot
Predictive Segments

“After switching from Klaviyo to Insider One, our team saw a rapid, measurable uplift in both engagement and conversion.
Insider One’s cross-channel journey orchestration, especially on WhatsApp, enabled us to resolve 82% of queries instantly and achieve an 88% checkout rate via chatbot. We’re excited to continue expanding with Insider One, whose powerful platform and dedicated support have delivered real ROI and transformed our customer experience.”

Reno Chow,

Senior Vice President

Executive summary

By migrating from Klaviyo to Insider One in 2021, IRVINS unlocked powerful results across personalized web journeys, WhatsApp Commerce, and efficient customer support. Their partnership with Insider One resulted in over 87% confirmed purchases via WhatsApp chatbot, 40% CTR from web stories, and reduced live agent dependency delivering strong social proof for brands seeking a proven marketing tech partner.

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About IRVINS

Fastest-growing and addictive, IRVINS is a Singaporean snack brand renowned for its signature Salted Egg snacks and creative flavors. With a bold presence across APAC, IRVINS continues to innovate the snacking experience for younger, adventurous audiences.

Why Insider One?

Since 2021, IRVINS has partnered with Insider One to drive personalized, cross-channel engagement through WhatsApp, Chatbot, InStory, and Web Push. Insider One has enabled IRVINS to automate customer journeys with Architect, delivering seamless experiences across every channel. Real-time engagement is achieved via Email, WhatsApp, Web Push, and Chatbot, while interactive product discovery is powered by InStory. By consolidating all engagement efforts under a single, scalable platform, IRVINS has reduced its reliance on multiple vendors. This holistic approach ensures stronger customer retention, higher conversion rates, and supports IRVINS’s long-term growth strategy.

success story #1

InStory lifts homepage-to-product CTR by 40%

The challenge

IRVINS saw high bounce rates and low engagement on its eCommerce site, as many visitors left without exploring products or converting especially younger shoppers. A lack of interactive product discovery risked losing these potential customers.

The solution

Insider One implemented InStory, enabling IRVINS to showcase best sellers, new arrivals, and promos in immersive, swipeable stories visitors loved from social media. This made product discovery seamless and guided users from homepage to product pages. Timely, tailored content and user insights helped drive exploration, reduce bounce, and increase conversions.

The results

40%

CTR from Story to Product Page

24%

uplift in homepage views via Story

success story #2

WhatsApp chatbot resolves 82% of
support queries instantly

The challenge

IRVINS faced rising online support requests and repetitive FAQs. Relying only on human agents became increasingly costly and slow. They needed instant self-service and automated answers to boost efficiency and satisfaction.

The solution

Insider One launched a multi-layer WhatsApp chatbot for IRVINS, mapping common FAQs to decision-tree flows and enabling natural language answers for open questions. The bot automatically handled inquiries on web and WhatsApp, passed complex cases to agents, and recognized returning users for personalized, always-on support.

The results

82%

queries resolved, no live agent

52%

users prefer WhatsApp for support

2,700

chatbot users
in one year

success story #3

Chatbot commerce achieves 88% checkout
rate via whatsApp

The challenge

IRVINS noticed potential buyers using WhatsApp chat, but the path to purchase required switching channels, causing friction and abandonment. Mobile API gaps limited in-chat buying, impacting overall WhatsApp conversion rates.

The solution

Insider One integrated IRVINS’ Shopify APIs and Meta Commerce Catalog so users could browse, add to cart, and quickly get payment links all inside WhatsApp. The flow was kept to minimal steps, tracked for completion, and designed for high mobile conversion with tailored suggestions and frictionless checkout.

The results

88%

checkout rate after adding to cart

88%

completion of payment links sent

20+

payment links sent in one quarter

success story #4

Gamification delivers 69% CTR on mobile

The challenge

IRVINS wanted exciting, non-intrusive campaigns to boost engagement and coupon redemption without alienating users.

The solution

Insider One implemented “Spin the Wheel” overlays offering dynamic discounts on landing. Users could also re-engage via a persistent wheel icon, gamifying the experience and encouraging repeat visits.

The results

55%

CTR on desktop

69%

CTR on mobile

success story #5

Geo-targeted offers drive
18% CTR and 64% CR uplift

The challenge

IRVINS faced high session abandonment rates, where many visitors exited the site prematurely. The exact reasons behind these drop-offs were unclear, making it difficult to optimize conversion rates effectively. Without detailed insights into user behavior, designing targeted interventions was challenging.

The solution

Insider One implemented exit-intent overlays complemented with real-time surveys to gather direct feedback from users as they prepared to leave. This approach uncovered key pain points and preferences, allowing segmentation into relevant user groups. Based on these insights, personalized cart abandonment journeys were created to re-engage shoppers, with geo-targeted offers and strategic redirects to improve onsite engagement and encourage purchase completion.

The results

18%

CTR on geo personalized offers

50%

more pages/session with redirects

64.4%

CR uplift

Summary

By migrating from Klaviyo to Insider One in 2021, IRVINS unlocked powerful results across personalized web journeys, WhatsApp commerce, and efficient customer support. Their partnership with Insider One resulted in over 87% confirmed purchases via WhatsApp chatbot, 40% CTR from web stories, and reduced live agent dependency, delivering strong social proof for brands seeking a proven marketing tech partner.

Looking ahead

IRVINS will deepen loyalty and boost repeat purchases by sending personalized, timely messages on WhatsApp and Email. Using Insider One’s real-time segmentation, they plan to further tailor journeys, reward loyalty, and encourage more repeat buying and long-term retention all via messaging channels.

Favorite feature

Chatbot

IRVINS’ favorite feature is Chatbot, which streamlined customer support across web and WhatsApp, resolving the majority of queries instantly.

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