Business Platform
Forever Liss
Build customer relationships through faster service and multimedia notifications
Brand
WhatsApp Business Solution Provider
Forever Liss uses WhatsApp to deepen customer relationships, developing an automated chatbot that enables customers to make inquiries and track orders. The company sends multimedia notifications to re-engage customers who abandoned carts – significantly boosting cart recovery rates.
24.6%
increase in cart recovery rates attributable to WhatsApp
5.52%
sales conversion rate with Ads that Click to WhatsApp, up from 2% before using WhatsApp
63%
of customer queries were self-resolved through the use of FAQ and chatbot automation
*All results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Healthy hair at affordable prices
Forever Liss provides salon-quality products for customers with all hair types and other beauty needs through its online storefront and presence in select retailers. The brand is known for its close customer relationships, using customer input to help develop a range of beauty products, including anti-cellulite cream.
Their Goal
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High volume customer engagement
As a digitally native company, Forever Liss found its social media channels overwhelmed by customer inquiries. The beauty brand also looked to broaden customer engagement, specifically targeting customers who abandoned carts. To deepen customer relationships, Forever Liss needed a versatile communications channel capable of supporting customer service and outreach.
Their Solution
Video messages and promo codes collaboratively boost engagement and amplify sales conversions
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An adaptable communication channel
Beauty lovers across Brazil rely on Forever Liss for beauty and hair care products that range from hydrating hair masks to shampoo that protects color. Operating primarily through a digital storefront, the company always keeps a door open to customer input – using customers’ needs to guide product development.
With many customers reaching out to Forever Liss online, the company’s social media channels could get overwhelmed with shoppers asking frequently about hair care products or checking in on order status. Forever Liss needed a communications channel that could offer more personalized services to more customers. It was also essential that the channel integrated seamlessly with the company’s existing help desk platform.
After observing that WhatsApp is widely popular across Brazil, Forever Liss partnered with Blip, a platform for business messaging solutions focused on managing the consumer experience, and IT consulting company Dawntech, to create a customer service channel over WhatsApp Business Platform. When connecting over WhatsApp, customers can use order numbers to track order status and are greeted by an automated chatbot that provides a menu of FAQs that are updated as customers offer feedback on products.
As customers began reaching out to Forever Liss over WhatsApp, which saves time and labor for the company’s live agents, Forever Liss saw an opportunity to expand customer outreach for hair care products. Traditionally, the company sent email blasts to customers who abandoned their shopping cart, but if customers didn’t check their email, they missed the reminder to complete their transaction.
Collaborating with its partners, Forever Liss developed an integration between WhatsApp and its ecommerce platform, VTEX, that sends out reminders a lot faster and more reliably. If a customer doesn’t finalize their purchase, VTEX will wait about 10 minutes before triggering a message to that customer if they have subscribed to receive WhatsApp notifications.
Through multimedia messages delivered in WhatsApp, Forever Liss can share videos informing customers that a 15 percent discount has been applied to their cart. Shoppers who might not respond to that message will receive one follow-up offering to connect them directly with a live agent who can help them finish checking out.
“With interactive experiences over WhatsApp, we’ve built stronger customer relationships by helping them get detailed product information and take advantage of special discounts. Using WhatsApp, we saw a 24.6 percent increase in customers coming back to abandoned carts to complete a purchase,” says Vitor Prandini, Head of IT, Forever Liss.
“With interactive experiences over WhatsApp, we’ve built stronger customer relationships by helping them get detailed product information and take advantage of special discounts. Using WhatsApp, we saw a 24.6 percent increase in customers coming back to abandoned carts to complete a purchase.”
Vitor Prandini
Head of IT, Forever Liss
The teams crafted a cutting-edge virtual ecommerce virtual assistant in WhatsApp by integrating innovative solutions from Blip and Meta with Catalyst by Dawntech, a conversational commerce extension for Blip.
For Levindo Gabriel, CEO at Dawntech, the creativity in the development process was essential to establishing an assistant more responsive to the needs of Forever Liss and its customers: “The adaptability of WhatsApp allowed us to design solutions ensuring Forever Liss connects with customers at every stage. The notable rise in sales and improved customer retention is a testament to our commitment to continuous innovation, making sure every interaction delivers real value to the user.”
Inspired by their success with cart recovery, Forever Liss is performing direct customer outreach over WhatsApp. Using Ads that Click to WhatsApp, the company promoted five new hair products, including shampoos and conditioners. Customers accessing the chatbot in WhatsApp can also sort through a product catalog—after selecting shampoo from a menu of options, shoppers are routed to a list of relevant products, where they can browse certain items up-close before adding them to their cart.
“Through Ads that Click to WhatsApp and the catalog feature in WhatsApp, we offer customers a fully guided journey across all our products, at their own convenience and over a channel they trust,” says Prandini. “Offering customers a more consultative experience via Ads that Click to WhatsApp has led to a 5.52 percent conversion rate from customers seeing the ads to making purchases, which is significantly higher than the 2 percent conversion rate we saw before using WhatsApp.”
According to Arthur Viana, Business Unit Director, Blip, “Forever Liss has given customer engagement a fresh look with WhatsApp, using the channel of choice for many Brazilians to provide immersive experiences that will help the company learn even more about the hair care products customers prefer. We are proud to see how Forever Liss has used Blip to expand and optimize their offering, providing automated and personalized solutions to their customers.”
There are plans to continue exploring automation in WhatsApp, specifically building out capabilities that will allow Forever Liss to share product recommendations based on customers’ interests. One workflow in development will present customers with a series of questions about their current hair types and hair care goals, collecting data to make personalized product recommendations.
“By developing more end-to-end customer journeys through WhatsApp, we continuously re-engage our customers to meet a versatile range of needs,” says Prandini.
Chatbot identifies customer preferences and guides them through the product catalog
Their Success
When Forever Liss uses WhatsApp to engage customers through an automated customer service channel, to send notifications to shoppers with abandoned carts, and offer promotions through Ads that Click to WhatsApp, the company sees increased cart recovery rates and sales.
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Increased cart recovery and sales
- 24.6% increase in cart recovery rates attributable to WhatsApp
- 5.52% sales conversion rate with Ads that Click to WhatsApp, up from 2% before using WhatsApp
- Increased savings in time and labor for live agents through automated customer service
*All results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
“Through Ads that Click to WhatsApp and the catalog feature in WhatsApp, we offer customers a fully guided journey across all our products, at their own convenience and over a channel they trust. Offering customers a more consultative experience via Ads that Click to WhatsApp has led to a 5.52 percent conversion rate from customers seeing the ads to making purchases, which is significantly higher than the 2 percent conversion rate we saw before using WhatsApp.”
Vitor Prandini
Head of IT, Forever Liss
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