How one of Europe’s leading fashion retailers achieved a conversion rate uplift of 3.75X using WhatsApp

Learn how one of Europe’s fastest-growing and most recognized fashion retailers, operating across nineteen countries is using WhatsApp to supercharge engagement, conversion rates, and revenue.

We can’t name names, but this fashion leader prides itself on offering distinct apparel and capsule collections designed to appeal to customers irrespective of age, culture, body shape – or budget.

compared to email in only 60 days
20 X ROI
click through rate
25 %
open rate
80 %

About the Retailer

FOUNDED:

1987

industry:

Fashion & Apparel

MONTHLY WEB VISITS

1.32 million

EMAIL SUBSCRIBERS

8.79 million

The Challenge

Engagement, conversion and revenue through traditional communication channels (including Email, SMS, and Web Push) had stagnated and were not helping to grow core metrics, like Customer Lifetime Value, RFM, revenue and profitability.

Communications to customers were not coordinated, meaning customers often received multiple and conflicting messages and CTAs. This retailer wanted to be able to send timely, relevant communications based on real-time behavior and deep customer segmentation. At the same time, the CRM team wanted to be able to identify and recover churn-risk customers, learn how to engage VIP customers and tackle high cart-abandonment rate.

The CRM team decided to explore what benefits WhatsApp, an emerging channel could offer in driving engagement, efficacy, conversion and revenue, and better contribute to the company’s turnover and growth strategy.

The Challenge

Engagement, conversion and revenue through traditional communication channels (including Email, SMS, and Web Push) had stagnated and were not helping to grow core metrics, like Customer Lifetime Value, RFM, revenue and profitability.

Communications to customers were not coordinated, meaning customers often received multiple and conflicting messages and CTAs. This retailer wanted to be able to send timely, relevant communications based on real-time behavior and deep customer segmentation. At the same time, the CRM team wanted to be able to identify and recover churn-risk customers, learn how to engage VIP customers and tackle high cart-abandonment rate.

The CRM team decided to explore what benefits WhatsApp, an emerging channel could offer in driving engagement, efficacy, conversion and revenue, and better contribute to the company’s turnover and growth strategy.

The Solution

WhatsApp provided the retailer with the opportunity to connect with more than two billion active WhatsApp users to deliver 1:1 rich promotional and transactional messages – on one of the world’s most popular messaging channel.

The retailer was assured knowing that other leading European brands, like Adidas and Decathlon already trust Insider to engage with users using WhatsApp. Insider and Meta’s partnership means that brands and retailers can rely on reliable and consistent deliverability and service.

1

Insider’s Digital Growth Consultants took the priorities of this leading retailer, and using a library of pre-approved message templates, were able to quickly create bespoke on-brand messages, even submitting them to WhatsApp for quick approval.

2

With Insider’s lead collection templates, this fashion retailer was able to build and grow their subscriber base quickly, easily…and compliantly.

3

Tens of thousands of opt-ins were collected in a number of days using a cross-channel strategy which included Web, Mobile, Web Push, POS, even via a QR code on physical receipts.

The Solution

WhatsApp provided the retailer with the opportunity to connect with more than two billion active WhatsApp users to deliver 1:1 rich promotional and transactional messages – on one of the world’s most popular messaging channel.

The retailer was assured knowing that other leading European brands, like Adidas and Decathlon already trust Insider to engage with users using WhatsApp. Insider and Meta’s partnership means that brands and retailers can rely on reliable and consistent deliverability and service.

1

Insider’s Digital Growth Consultants took the priorities of this leading retailer, and using a library of pre-approved message templates, were able to quickly create bespoke on-brand messages, even submitting them to WhatsApp for quick approval.

2

With Insider’s lead collection templates, this fashion retailer was able to build and grow their subscriber base quickly, easily…and compliantly.

3

Tens of thousands of opt-ins were collected in a number of days using a cross-channel strategy which included Web, Mobile, Web Push, POS, even via a QR code on physical receipts.

Campaign Results

increase in lead capture
20 X ROI
click through rate
25
open rate
80 %
GO-LIVE
0 day

The Results

In only six business days, this retailer was able to send 1:1 messages in the moments that matter; from event reminders, to order updates, customer support and service notifications, with the help of Insider’s pre-approved WhatsApp templates.
With a 97% open rate, WhatsApp has proven to be the most single most effective channels to recover lost revenue, drive users back to site, increase customer loyalty value, and gather zero-party customer data.

“We had hit a wall when it came to improving metrics using traditional channels. We were not sure where to start when it came to using WhatsApp as a complementary channel. Insider was able to de-mystify the entire process.

The roll-out was fantastic. I was hesitant about claims of short timescales and a lack of internal resources...but we were live within 6 days rather than 6 months. The go-live was largely thanks to Insider’s pre-approved templates - which were submitted on our behalf to reduce efforts from my own team.

The initial results were phenomenal in such a short time. WhatsApp has already provided a significant bump to our conversion rate, customer lifetime value - and crucially - revenue.

Next, we are excited to leverage Insider’s WhatsApp capabilities in more sophisticated ways as part of our zero-party data collection strategy. We are already exploring two-step conversational messages, which adapt based on a user’s responses.

CRM and Customer Loyalty Director

Template Explorer

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Template Explorer

Explore 40+ pre-approved templates to tackle anything from churn rate, to customer loyalty, conversion and subscription.

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Ready for a conversation?

Ready to discover how you can begin to use WhatsApp? Get a demo from one of our experts

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Ready for a conversation?

Ready to discover how you can begin to use WhatsApp? Get a demo from one of our experts

Get a Demo

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