How The Essence Vault Drives $110K in Revenue and 25x ROI Through Conversational SMS Marketing

About

British brand The Essence Vault was born out of love for designer perfumes, but not the designer price tag that comes with them. The owner came up with the idea of creating scents inspired by well known high street brands, but to do things a bit differently and keep prices affordable for everyone. Working with a team of expert fragrance-developers, they started to recreate designer-inspired scents, but without imitating them entirely. The result? A vegan-friendly, cruelty-free alternative at a fraction of the price.

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Challenge

The Essence Vault was looking for an engaging way to directly interact with its audience of perfume lovers. Not only did The Essence Vault want to feature its products, but it also wanted to build stronger relationships and reduce customer support tickets when it comes to product-related assistance.

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Solution

The brand partnered with Cartloop to engage their shoppers in a familiar way using text messaging. Provide product information and recommendations, drive sales, and create a new channel for two-way, real-time interactions with subscribers.

The best part about Cartloop is that it combines both support and sales in one app. Our customers love it and so do we! - Connor, founder of The Essence Vault

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Performance 90 Days

• 25.34X ROI
• $110K Revenue
• 32.86% Conversion rate
• 34K+ Active subscribers

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Abandonment Insights

During the past months, we gathered insights on the main reasons causing cart abandonment for The Essence Vault and provided actionable tips to their team on what parts of the business would require improvement and optimization. Here’s what we’ve found out:

• First-time customers are hesitant - This is common feedback. First-time customers usually have a lot of product-related questions and they can be quite skeptical. Having a visual, self-explanatory product page and customer reviews help a lot. However, adding a team of real people who can provide support at the right time, is a game-changer.

• Technical issues - Cartloop’s Experts are able to navigate through technical questions and challenges shoppers are experiencing during their buying journey in real-time.

• Credit cards being declined - When an order is not going through, the brand's team is immediately noticed by our Live Experts. Meanwhile, the shopper is presented with alternative payment methods available on the site.

Benefits

• 25.6X ROI
• Little to no additional effort required for their team
• Sales within 24 hours of installing Cartloop
• Increased shoppers trust in the product
• A reduced number of hesitant first-time customers that were having product-related questions
• A boost in Black Friday Cyber Monday revenue
• A decrease in customer support tickets by 19%

What’s next

The Essence Vault already started implementing recently 2-Way Conversational Campaigns—which has allowed them to reach, engage, and convert segmented customers 2020's Black Friday Cyber Monday.