How Klarna Magnified Sales and Elevated Shopping Experiences for The Essence Vault using Cartloop

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About Klarna

Founded in Sweden, Klarna is a global banking, payments and shopping service that offers online shoppers worldwide safe and easy-to-use payment solutions. More options, more sales for brands everywhere. 

Trusted by global names such as Sephora, Shein, Adidas and Lululemon to name a few, what makes them different isn’t just their stellar client base of 250,000 merchants. It’s their ambitious mission fueling their growth trajectory. 

Klarna's Mission

Their mission is simple but lofty. Klarna aims to become the world’s favourite way to shop. Across their offices in Stockholm, London, New York, Berlin and many more, they work towards the same mission to reshape shopping by elevating the entire shopping experience for avid shoppers. 

Klarna's expertise

Klarna’s financial and payment services shine through to deliver fast, frictionless and flexible payments that shoppers love. 

Shoppers can now enjoy the flexibility to pay how they like and shop with confidence. A popular payment option is Pay in 3 instalments for their UK customers, which allows them to spread the cost over 3 monthly interest-free payments online or in-store.

For their merchants, it’s more than a set of payment methods that increases sales— it’s that and a little extra for fast growing brands.

With their suite of safe and flexible payment solutions and in-app or in-store features, Klarna leads the pack by elevating shopping experiences from discovery to post-purchase. So it’s no surprise that when coupled with a conversational text messaging approach, the strategy worked great to boost sales and average order value (AOV) by giving customers the benefits of convenience, trust and the human factor in their online shopping experiences. 


Klarna x Cartloop: Seamless CX x Conversational SMS 

About The Essence Vault 

The Essence Vault is a British-based Shopify brand born out of love for designer perfumes.The owner came up with the idea of creating scents inspired by well known high street brands but without the hefty price tags. 

Working with a team of expert fragrance-developers, they started to recreate designer-inspired scents. Smelling good and expensive became accessible for everyone.

The result? A vegan-friendly, cruelty-free designer smells-a-likes at a fraction of the price.


The Challenge

When The Essence Vault came to Cartloop looking for a way to directly engage with its audience late in 2020, they saw a 25x ROI in 90-days from using a conversational SMS marketing approach to recover their abandoned shopping carts. 

This also led to some crucial abandonment insights for their store that needed to be solved. 

By texting their shoppers directly, Cartloop Experts found that one of the top 3 reasons causing cart abandonment for their store was due to declined credit cards.

The Solution

Coupled with Klarna’s intuitive payment methods that shoppers love and Cartloop’s humanized and conversational approach, it immediately delivered a seamless customer experience for customers. It also freed up their purchasing power to buy what they want, and pay when they want to. 

This meant more conversions, higher AOV and more sales. 

Performance

  • $172k Revenue
  • 28.38% Conversion Rate
  • 72,142 Active Subscribers

Check out this great text conversation below where an abandoned shopping cart was recovered by providing a shopper the option to check out with Klarna: 

It’s also a great example to see both conversational cart recovery and two-way campaigns in action. By texting your shoppers using dedicated 10DLC numbers, it gives them a single point of contact and a consistent number for your shoppers to reach you. 

And yes, they can save your number by adding your brand to their phone contacts. 

What We Did

  • Reached out to talk to abandoned shoppers over a Cartloop SMS conversation to understand and offer an instant solution 
  • Launched a Two-Way SMS campaign to drive urgency during time-limited offers and sales 
  • Cartloop Experts respond quickly and react appropriately to help shoppers navigate technical issues and explore alternative payment solutions with Klarna
  • Cartloop Experts guide them through the checkout process once again 
  • Implemented a cart abandonment reminder that sends a reminder SMS to subscribers 24 hours after they received the first abandoned cart text, but they didn’t purchase yet

Benefits

  • Increased shoppers trust in the product due to instant support with SMS
  • Provide shoppers with instant assistance for an alternative, simple and safe payment solution to check out their carts
  • Free up customers’ spending power to empower them to buy what they want, interest and risk-free
  • A reduced number of abandoned shopping carts for shoppers experiencing a clunky checkout and payment experience
  • Elevates and improves the customer experience with the brand 


Sleek Payment Solutions x Conversational SMS Strategy

For eCommerce stores that want a competitive advantage, it means adding on to and building a robust tech stack for your brand if it means smoothing out the creases in your customer’s journey to continuously delight your customers. And that’s how you build on customer loyalty and lifetime value. 

If you’re interested to see how a conversational text messaging platform works, request a demo or try it out yourselves with a free 14-day trial




Yong Jun-Li

Jun-Li is a content person at Cartloop. When she's not writing a blog article, you can find her collecting a new hobby or doing yoga.

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