How eské Doubled Checkout Rates with Abandoned Checkout Campaigns on WhatsApp

eské, a premium lifestyle brand, is renowned for crafting timeless, high-quality leather products that balance luxury and functionality. Rooted in India and admired globally, eské is built on pillars of sustainability, impeccable design, and exceptional customer service—values as enduring as the craftsmanship of its products. Every item reflects a story of quality and care, a philosophy that extends to every touchpoint in eské’s customer journey.

The Challenge

eské faced one hiccup in the customer journey: abandoned checkouts, particularly for Cash on Delivery (COD) orders. The challenge? How to turn hesitation into action while maintaining the effortless elegance eské is known for.

Despite strong engagement and decent website traffic, abandoned checkouts were leaving a noticeable gap in eské’s revenue potential. While their existing recovery campaigns were yielding some results, the brand sought a solution that would better resonate with its discerning clientele and reflect its premium ethos.

The challenge was threefold:

• Simplifying the buying process for COD customers.
• Personalizing the checkout experience to match the premium nature of the brand.
• Converting more abandoned checkouts into successful orders.

The Solution

In collaboration with LimeChat, Shivam Khanna, Founder and CEO, and his team at eské implemented LimeChat’s Checkout on Chat (COC) for COD orders to approach abandoned checkouts.

The initiative brought a new level of personalization and convenience:

• Customers received abandoned checkout reminders directly on WhatsApp, where they already spend time.
• They could effortlessly confirm their delivery address and contact details in just a few messages—no need to revisit the website.
• Real-time updates gave customers confidence and a sense of control over their orders.
• A conversational and intuitive approach resonated with eské’s audience.

The Results? Stunning, Just Like eske’s Designs

The implementation of Checkout on Chat delivered remarkable outcomes for eské:

• Checkout completion rates doubled, increasing from 4.75% to 9.55%.
• Customers appreciated the convenience and personalized touch of WhatsApp communication.
• The campaign reinforced eské’s reputation for prioritizing exceptional customer experiences.

The Takeaway

For eské, this wasn’t just about numbers or improving the conversion rate—it was about redefining what premium e-commerce should feel like. By adopting innovative solutions like Checkout on Chat, eské demonstrated its dedication to staying ahead of the curve and offering its customers an unparalleled shopping experience.