Vembley Reduces Manual Intervention By 80% Using KwikEngage
ABOUT
Improves Customer Experience And Abandoned Cart Conversions By 4%
HQ
India
INDUSTRY
Jewellery
About Vembley
Vembley is an exciting and trendsetting fast fashion online jewellery store that offers a captivating collection of contemporary jewellery for the fashion-forward individuals of today. With an unwavering commitment to style, quality, and affordability, Vembley has become a go-to destination for jewellery enthusiasts seeking chic and on-trend pieces.From elegant and minimalistic designs to bold and statement-making pieces, our collection is designed to elevate any ensemble and add a touch of glamour to everyday life.
With the convenience of online shopping, Vembley offers an effortless and enjoyable experience, allowing customers to explore its vast selection from the comfort of their homes. Whether it’s for a special occasion or to express personal style, Vembley is the ultimate destination for those seeking accessible and captivating fashion jewellery without compromising on quality and style.
The Problem Statement
Vembley has become a go-to name in the fast fashion jewellery industry in India. Over the last couple of years, it has set up an impeccable reputation in the Indian market and has been witnessing a handsome flow of traffic on its D2C website. The brand has also seen an incremental increase in conversions via its website. However, it wasn’t up to the brand’s expectations. They noticed that most people were adding items to the cart, but not completing the purchases.
Vembley needed effective solutions to,
Vembley has become a go-to name in the fast fashion jewellery industry in India. Over the last couple of years, it has set up an impeccable reputation in the Indian market and has been witnessing a handsome flow of traffic on its D2C website. The brand has also seen an incremental increase in conversions via its website. However, it wasn’t up to the brand’s expectations. They noticed that most people were adding items to the cart, but not completing the purchases. Vembley needed effective solutions to,
- Increase customer engagement
- Solve queries regarding products or orders
- Reduce cart abandonments
- Bag more conversions
Solution: The Solution
Within a short span, the KwikEngage team collaborated with Vembley to establish a robust WhatsApp Commerce platform and revolutionise the way shoppers interact with the brand.
It then built a series of solutions to solve Vembley’s identified business issues. These are as follows.
Complete Journey Automation
With the team’s expertise in process automation, KwikEngage enabled a complete journey flow automation setup on WhatsApp.
This meant, shoppers could
- Initiate a conversation with the brand anytime by simply typing ‘Hi’
- Seamlessly explore Vembley’s wide range of fast fashion jewellery
- Add items to the cart
- Easily make amendments
- Complete the checkout on the website.
This significantly aided in product discovery and helped the brand close more order loops than before.
Effective Order Confirmation & Shipping Communication
As the next step, the KwikEngage team developed a seamless order confirmation and shipping communication system for Vembley. Herein, everytime a user placed an order with the brand, they received the following communications messages by default.
- Order placed confirmation
- Order shipped/in transit details
- Out for delivery communication, and
- Order delivery notification
The primary intent behind implementing the automation was to reduce customer anxiety and chances of order cancellations, errors due to human interventions, and build brand trust in the minds of shoppers.
Abandoned Cart Recovery Automation
Besides the above two interventions, the KwikEngage team also built an abandoned cart recovery mechanism to reduce churn and increase conversions.
Here, the team established a cadence of sending two abandoned carts recovery reminders to shoppers ensuring that the gentle nudge will push them to complete their purchase. The team gave Vembley multiple use cases to implement which could help strengthen the persuasion technique. For instance, offering certain types of discounts to shoppers to complete the purchase, etc.
To further enhance the customer experience and encourage repeat purchases, the team also set up personalised purchase reminders, keeping Vembley at the forefront of their customers’ minds.
The Result
With KwikEngage’s comprehensive and user-friendly WhatsApp Commerce platform, Vembley witnessed,
- A 4% increase in conversions via abandoned cart recovery reminder scheme
- Reduction in manual intervention as chatbots helped solve nearly 80% queries
“Ever since we’ve started using KwikEngage services, we’ve seen a 4% increase in abandoned cart conversions. We’ve also been able to solve 80% queries faster with least manual intervention and customer satisfaction score has gone up. KwikEngage has been a game changer for us and we hope to continue using its services.
– Vipul Chopra, Founder and CEO, Vembley
The KwikEngage Advantage
KwikEngage , a GoKwik-powered WhatsApp solution, is dedicated to building effective and efficient solutions for the Indian eCommerce brands. It ensures that brands leverage WhatsApp to its maximum potential and derive as many benefits as possible. Via its series of automations, interventions, and smart tactics, KwikEngage has helped 300+ brands across the Indian eCommerce market unlock 20X ROI. KwikEngage hopes to continue building more brand centric solutions for Vembley and help them realise higher conversions and GMV in the coming time.
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