Mine Perfume Lab Revolutionizes Perfume Sales Thanks to Spoki: +730 Orders and €43,000 with ROAS x11 during Singles Day and Black Week

Perfumes, craftsmanship and Made in Italy: the company Mine Perfume Lab is known for the production of handmade artisanal perfumes, one at a time and at the time of order, with natural fragrances and ingredients that guarantee the highest persistence. 

The Ecommerce Consulting Group agency, an official partner of Spoki, worked with Mine Perfume Lab to create an alternative touchpoint to email marketing, in order to increase purchase conversions during day offers such as Singles Day and Black Week in November 2023. 

Thanks to Spoki’s flexibility, the agency was able to test abandoned cart recovery via WhatsApp, with the goal of increasing the quantity.

Another objective, smarter customer support: it was necessary to optimize customer care following numerous requests for perfume samples from the Mine Perfume Lab community.

The first step was to use Spoki to create templates of WhatsApp messages sent automatically to customer requests and greatly reduced wait times, greatly increasing satisfaction rates. 

In November 2023, 82,000 new conversations were started, with a recorded turnover of over €350,000, tripled compared to the previous year, with +730 orders recorded.

During Single Day, the 2022 turnover was €29,000, while with the introduction of Spoki through the strategies of Ecommerce Consulting Group, the 2023 result was €80,000, compared to a Spoki investment of €4,000. 

During Black Week 2023 the result was €100,000, doubled compared to 2022.

The increase attributed to the WhatsApp channel alone is €43,000 with an ROAS of x11 implemented within the entire purchase process. WhatsApp has, however, indirectly contributed to increasing awareness, interactions, and purchase conversions.

Another very positive figure is the 30% recovery of abandoned carts attributable to Spoki, with an overall total increase in Open Rate and Conversion rates.

Goals of Mine Perfume Lab

Mine Perfume Lab, already present and well positioned on various marketing channels, uses advertising and email marketing as channels to acquire and convert customers.

In the past, sending messages via SMS was also tested, but with mediocre results in terms of opening and purchase conversion rates. For this reason, the agency and company teams chose to test WhatsApp within Mine Perfume Lab’s operational marketing plan: the result was beyond all expectations, with a 97% read rate and an x11 on the overall ROAS across all activated campaigns.

The integration between Spoki and the Shopify platform

The WhatsApp Marketing platform Spoki has been successfully integrated with Shopify, a perfect solution for anyone wanting to open an online e-commerce store. The connection between the platforms is extensively developed by Spoki already, which offers ready-made automatic WhatsApp message templates, from order confirmation to abandoned cart recovery.

This has made it possible to simplify the checkout process to the extreme, registering a higher % of customer satisfaction thanks to more immediate, simple and intuitive assistance. 

These results, achieved through the excellent consulting of Ecommerce Consulting Group, have led Mine Perfume Lab to make all previously tested automations evergreen. 

Another notable fact is the very low perception of spam reported by users, thanks to personalized, timely and never excessive conversations.

This has made it possible to simplify the checkout process to the extreme, registering a higher % of customer satisfaction thanks to more immediate, simple and intuitive assistance. 

These results, achieved through the excellent consulting of Ecommerce Consulting Group, have led Mine Perfume Lab to make all previously tested automations evergreen. 

Another notable fact is the very low perception of spam reported by users, thanks to personalized, timely and never excessive conversations.

Among the ready-made automatic WhatsApp message templates with the integration between Spoki and Shopify, Mine Perfume Lab chose to use and customize the abandoned cart recovery message. The result? The recovered carts have doubled, with a recovery rate that thanks to Spoki and WhatsApp has risen to 30% compared to 15% for emails.

Sales and Communication Flows

With just a few clicks, automations have led customers to reach the purchase of desired products more quickly, to receive more responsive and complete assistance, with minimal or no waiting.

The WhatsApp channel, widely used in Europe, represents a strategic channel to reach every member of the vast Mine Perfume Lab community. 

In the future, this will allow us to further personalize the commercial offer, making it interactive, tailor-made, and based on the needs of each customer.

Results obtained with Spoki’s WhatsApp Marketing

Here is a summary of what Mine Perfume Lab achieved together with Ecommerce Consulting Group through the use of the Spoki platform during 2023:

• In the month of November, 82,000 new conversations were started, with a YoY of €100,000 compared to €50,000 the previous year. During Singles Day, the 2022 YoY was €29,000, while the 2023 YoY reached €80,000.
• the turnover attributable to the integration of WhatsApp with Spoki was €43,000, with a ROAS x11 and a total investment of just under €4,200 in 2023;
• has received an increase of +730 new monthly orders.
• achieved far greater results than SMS and Email in terms of open and purchase conversion rates;
• has brought the abandoned cart recovery rate to 30%, doubling the result of emails.
• has decreased the return rate, addressing any buyer objections directly on WhatsApp.
• has improved customer relations, customer care management, and streamlined support processes.
• has integrated a new acquisition and conversion channel into its marketing strategy, making the automations tested and described in this case study evergreen.
• has improved customer relations and customer care management.

Given the excellent results obtained and the economic impact of the WhatsApp channel, the Ecommerce Consulting Group and Mine Perfume Lab teams, accompanied by the customer success team at Spoki, are committed to implementing further sales and customer support flows with Spoki, to increase sales in other occurrences and make the pre- and post-purchase experience even more effective.

CREDITS
Company: Mine Perfume Lab
Agency: Ecommerce Consulting Group
Agency Owner: Pasquale Corvino

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