SUCCESS STORY

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

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

88%

checkout rate attributed via chatbot

40%

CTR from Story to Product Pages

82%

queries resolved without live agent
Challenge

Challenge

Irvins needed to reduce bounce, increase engagement, and streamline support and purchase journeys across web and WhatsApp to convert more high-intent but distracted visitors.

Solution

Solution

Insider One implemented interactive stories, gamified overlays, targeted exit-intent journeys, and an intelligent WhatsApp chatbot with in-chat commerce to guide users seamlessly from discovery to checkout.

Result

Result

Insider One’s solutions drove measurable gains, including a 64.4% CR uplift, 40% CTR from Story to Product Pages, and an 88% checkout rate attributed via chatbot.

ABOUT THE CUSTOMER

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.

INDUSTRY
Food & Beverage
SOLUTIONS
Architect InStory
Chatbot
Predictive Segments
CHANNELS
WhatsApp
Web Personalization
Email

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.

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
Irvins

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.

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.

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.

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.

18%

CTR on geo personalized offers

50%

more pages/session with redirects

64.4%

CR uplift

Looking ahead

Looking ahead Looking ahead

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.

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