Biotique achieved 4.1 ROAS with LimeChat’s Advanced WhatsApp Solutions

Biotique, a prominent leader in the beauty and wellness industry, is dedicated to producing high-quality Ayurvedic skin and hair care products by merging the ancient science of Ayurveda with 21st-century biotechnology. Their commitment to natural wellness has earned them a loyal customer base and a strong market presence.

The Biotique team began leveraging LimeChat’s WhatsApp capabilities one year ago.

The Goal

Sonal Maheshwari, the Marketing Lead at Biotique, identified WhatsApp as a promising revenue channel and onboarded LimeChat on December 2023. With the help of LimeChat’s platform, Biotique quickly observed a consistent increase in RoAS from their WhatsApp marketing initiatives. This upward trend continued throughout the first half of 2024.

Despite these positive results, Sonal was determined further to maximize the potential of their existing customer base, seeking to achieve even greater returns without expanding the customer pool.

Sonal partnered with LimeChat’s customer success team to develop and implement an optimized WhatsApp marketing strategy, focused on driving higher RoAS and deeper customer engagement.

Optimizing WhatsApp Marketing Strategy

To elevate RoAS from the existing customer base, Biotique and LimeChat collaborated on several strategic changes:‍

Advanced Segmentation with LimeChat

Initially, Biotique relied solely on basic Shopify segments for their WhatsApp Broadcasts. LimeChat introduced advanced segmentation, allowing them to send highly targeted Broadcasts to specific customer cohorts, such as:

• Discount-driven customers
• High average order value (AOV) VIP customers
• First-time buyers who placed an order within the last two months
• Customers who abandoned any summer category product in the last 90 days
• Customers who viewed a collection or product but had not placed an order

These advanced segments increased Broadcast conversion rates to 16%.

Personalized Messaging

‍Biotique, with LimeChat’s assistance, shifted from generic to personalized messaging for WhatsApp campaigns like abandoned checkout and reorder, tailoring product recommendations and communication to align with customer behavior and preferences.‍

2-way WhatsApp Campaigns

‍LimeChat enabled two-way communication through its WhatsApp marketing campaigns, helping Biotique turn customer engagement into actionable results.

Notably, 70% of all customer tickets were marketing-led. These queries and purchasing concerns were efficiently addressed through agent support via LimeChat’s Agent CRM, leading to a significant increase in conversions.

The Solution and Implementation

Broadcasts based on LimeChat’s segments

• Discount Shoppers: Sent targeted midnight sales communications to drive engagement.

• High AOV Customers: Instead of discounts, VIP customers received exclusive product recommendations through personalized messaging, enhancing their shopping experience.

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2-Way, Personalized Reorder and Abandoned Checkout Campaigns

The Result

The collaboration between Biotique and LimeChat yielded remarkable outcomes:‍

• ‍4.1 ROAS: Through advanced segmentation and personalized messaging, Biotique achieved a 4.1 ROAS on WhatsApp, significantly boosting the efficiency of their marketing spend.‍
• 16% Conversion Rate: Strategic WhatsApp Broadcasts and 2-way personalized campaigns resulted in a strong 16% conversion rate, showcasing the impact of targeted communication.‍
• 12% of Total Brand Revenue from WhatsApp: The role of WhatsApp in Biotique’s marketing strategy expanded significantly, contributing to 16% of the brand’s total revenue.

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