How The Wander Club Creates Stickiness That Drives High Retention & Keeps Costs Low

About The Wander Club

The Wander Club is an US brand that sells travel tokens and traveling merch. Handmade in the USA, The Wander Club’s holders are the perfect way to keep your travels in one place. Their mission is loud and clear: to help people keep their travel memories alive while feeding children in need with every order placed.

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Why The Wander Club adopted conversational SMS marketing

The Wander Club has a strong community of fellow wanderers who love to travel and give back just as much as they do. Their SMS marketing goals when they joined Cartloop were to strengthen those relationships by enabling two-way communication and delegate level one support.

Cartloop's conversational SMS is a game changer! - Kenny Azama, Founder

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Strategy

We worked together on a strategy that focuses on offering a unique experience to each shopper. The Wander Club has a strong community of travel aficionados and each interaction has a big impact on their loyalty.

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The conversion rate from the abandoned cart recovery is 2x better than the automated flow in the SMS platform I use. It's a no brainer to switch and save more sales. Additionally, the Cartloop team is incredible! They have been so accommodating and they've helped us configure everything exactly how we need. They stay in constant touch via Slack about results and new features. 10/10! - Kenny Azama, Founder

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For the cart recovery flow, we approach abandoned shoppers with a simple question “Any way I can help?”, followed by addressing and acknowledging their concerns. Based on their needs and cart value, the Cartloop Shopping Concierge Team offers fast resolutions and creates different discounts when needed. Every single conversation is an opportunity to track customer data in order to further personalize the shopping journey.

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Example of TWC’s tiered discounting strategy:

• Buy 10+ tokens and get 10% off tokens
• Buy 20+ tokens and get 20% off tokens
• Buy 30+ tokens and get 30% off tokens

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For the Shopping Concierge, the team saved dozens of hours of manual work and keep shoppers engaged by a 31% rate by delegating topics like:

• Order status
• Returns and refunds
• Shipping and pricing fees concerns
• Technical issues with the online store
• Checkout issues applying the discount codes
• Product recommendations and information

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Summary

The Wander Club achieved its goal. They are constantly delighting their shoppers and engaging their community through value-based SMS conversations and fast customer support. The Wander Club decided to use Cartloop to deflect customer support tickets and leverage human-powered SMS marketing to drive more sales, capture feedback, acknowledge customer needs, and text back and forth with customers like friends do.

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‍Want to retain your customers like The Wander Club does?

Brands will continue to focus on marketing tools that enhance CX and create hyper-personalized experiences, and below are the reasons why Cartloop is your best choice.

• Access to a Premium Customer Strategy Team that fully manages your SMS channel
• Automate SMS conversations to a Shopping Concierge Team that works for you 24/7
• Build conversational journeys and engage customers throughout multiple touchpoints
• Remove buying friction by providing live SMS support
• Keep everything under one roof
• Lower your customer acquisition costs with Cartloop's acquisition tool stack
• Integrate with Klaviyo, Gorgias, Zendesk, and more to keep all customer interactions synced

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Book a demo with us, or sign up today!

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