How Fashion Factory Scaled Customer Engagement with Ads That Click to WhatsApp

Overview

Fashion Factory has carved its own niche in the Indian retail landscape by catering to all fashion needs under one roof. Branded apparel, sports wear, ethnic or western collections, footwear, or accessories - the retailer has everything covered. It offers a value-for-money shopping experience, with campaigns such as “Free Shopping Week” encouraging fashion enthusiasts to redeem VIP pass for early shopping access and get great deals on their favorite products. It joined hands with Jio Haptik to amplify customer acquisition and sales through targeted ad campaigns across channels.

400K
Ad clicks
87%
End-to-end automation
18%
Reduction in bot breaks

Challenge

Fashion Factory runs a multitude of cross-channel campaigns to make sure it stays top-of-mind of customers and engages them during pre- and post-purchase. It wanted to capitalize on WhatsApp’s extensive reach and direct one-to-one conversation to personalize the end-to-end buying experience, foster loyalty & drive repeat purchases.

 

  • There was a need for fast and efficient responses to wide-ranging customer queries about products, store locations, and ongoing discounts.

  • When engagement notifications are paused, Fashion Factory wanted to redirect users from Instagram/Facebook to interact with the conversational bot on WhatsApp.

  • The ad campaigns were targeted for audiences at various stages of their journey - from discovery to consideration to purchase.

Solution

Together with Jio Haptik, Fashion Factory implemented a powerful chatbot integrated on the WhatsApp Business API to upgrade its customer engagement efforts. Parallely, it activated Ads That Click to WhatsApp to enhance its outreach and redirect customers to the messaging channel.

 

  • The multilingual WhatsApp chatbot with Jio Haptik’s GenAI Q&A capabilities helped streamline customer support, automating 87% of queries end-to-end. The bot retrieved information from Fashion Factory’s comprehensive knowledge base to address FAQs, offer product or store information & provide details about current and upcoming offers.

  • The chatbot intuitively tailored responses and engagement for an enhanced experience. The ad campaigns generated a cumulative 400k clicks.

  • The implementation empowered Fashion Factory to increase store visits by providing customers with discount coupons, while enabling missed call option for additional offers and vouchers.

PLATFORM
WhatsApp
USE-CASES
Click-To-WhatsApp Ads

Our collaboration with Jio Haptik has empowered us to blend WhatsApp’s incredible reach with the dynamism of Click-To-WhatsApp ads for significantly higher engagement and sales. By harnessing the cutting-edge WhatsApp chatbot powered by GenAI, we’re able to tailor conversations that guide customers through their buying journey. The best part is it efficiently handles both complex and simple queries and we’ve automated 87% of conversations end-to-end for a truly seamless and intuitive support experience.

Vinay Kamat - Fashion Factory
Vinay Kamat

Marketing Lead, Fashion Factory

End Result

By joining hands with Jio Haptik, Fashion Factory uplifted its campaign ROI through effective lead capture, increased footfall, higher sales, and better customer experience. The ad campaigns on Facebook and Instagram helped optimize budgets to supplement its notification campaigns for engagement and growth. The case study is testament to the game-changing potential of a customer-centric approach integrated with the power of interactive ads and GenAI-powered WhatsApp conversations for exponential outcomes and lasting customer relationships.