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CLIENT OVERVIEW

Our client is a prominent multi-brand electronics retailer based in Australia. With a vast inventory and expanding customer base, the client faced challenges in retaining customers and providing timely updates post-purchase. Manual follow-ups and lack of personalization were affecting the customer experience and loyalty. To compete in a fast-paced digital retail landscape, the client needed a robust communication system that could automate messages and foster consistent engagement.

CHALLENGES

  • Customer Retention in Retail: A noticeable drop in returning customers due to limited engagement post-purchase.
  • Manual Order Follow-ups: Agents spent significant time updating customers about order and delivery status.
  • Lack of Personalization: Marketing campaigns weren’t tailored, leading to lower conversion and retention.

OUR SOLUTION

To transform their communication strategy, the retailer adopted SMS Ninja, a Salesforce-powered solution offering Retail SMS marketing automation and WhatsApp marketing for retail. By automating key interactions using AI, the brand achieved streamlined engagement and measurable results.

  • Personalized Offers & Discount Reminders: Targeted promotions were sent via WhatsApp and SMS, encouraging repeat purchases and re-engaging inactive customers.
  • Automated Order Tracking & Delivery Notifications: Customers received real-time updates on orders and deliveries, reducing support tickets and enhancing satisfaction.
  • Loyalty Program Reminders via AI Messaging: An AI-driven bot promoted loyalty campaigns, sent point balance alerts, and shared exclusive member offers.

Qualitative Results

Before
After
Repeat Purchases

Before: Low repeat customer activity

After: 35% increase in repeat purchases

Result: Significant growth in repeat buying behavior
Customer Retention in Retail

Before: 30% retention rate

After: 45% retention rate

Result: 50% boost in loyalty
Engagement via AI Messaging for Retail

Before: 30% engagement rate with inconsistent outreach

After: 55% engagement rate with automated, multi-channel outreach

Result: Higher brand recall and customer interaction
AI in Retail Customer Engagement

Before: 35% customer satisfaction with manual responses delayed by up to 12 hours

After: 65% customer satisfaction with instant, personalized AI replies

Result: 30% reduction in churn and enhanced customer satisfaction

Supercharge Your Retail Communication with AI Messaging for Retail and Retain More Customers Effortlessly!

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