How The Indus Valley Drove Consistent MoM Growth and a 15X ROI with WhatsApp

The Indus Valley is India’s No.1 healthy cookware brand offering premium quality, 100% safe, and toxin-free cookware without any chemical coating. An early adopter of WhatsApp for marketing, support, and commerce, they partnered with LimeChat two years ago to elevate their customer engagement.

In the last six months, WhatsApp marketing has driven consistent month-on-month growth for the brand, culminating in an impressive 15X ROI in October.

Challenges

‍Despite being an early adopter of WhatsApp for business, The Indus Valley faced challenges in maximizing automation efficiency and achieving high engagement rates from their campaigns. Khalid Kamal Rumi, the CMO, Sai Balaji, the Digital Marketing Manager, and Thoshima, the Digital Marketing Associate, aimed to enhance customer satisfaction, improve campaign success rates, and refine their automation processes to deliver a seamless customer experience.

Solutions and Successes

High-Impact Broadcast Campaigns

The collaborative efforts between LimeChat and The Indus Valley transformed one-time broadcast campaigns into revenue drivers. Here’s what made these campaigns stand out:

• Conversational Tone: Unlike traditional, static notifications, The Indus Valley’s campaigns evolved into interactive, engaging conversations. This approach resonated with customers, driving higher response rates and interaction.
• Reliable Delivery System: While Meta’s frequency capping challenged typical delivery rates, The Indus Valley achieved an impressive 81.43% delivery rate through LimeChat’s Retry Automation. This system ensured messages were sent up to five times if initial attempts failed.

Result: Broadcast ROI reached new heights, fueled by high delivery rates of 81.43% and increased customer engagement.

Higher Conversion with Automated WhatsApp Journeys

The Indus Valley leveraged a variety of WhatsApp journeys to re-engage potential customers and drive sales. These included abandoned checkout campaigns and targeted outreach to users who viewed product detail pages (PDPs) but left without completing a purchase, which was executed through the partnership between LimeChat and NitroX.

Result: ROI from WhatsApp journeys climbed from 22X to 35X, a 59% jump in a single month.

Enhanced Automation Efficiency

‍Over the past few months, The Indus Valley saw a significant improvement in automation efficiency. This was achieved through a series of strategic steps:

• GPT Audit: LimeChat’s comprehensive GPT Audit provided valuable insights into the existing automation flows and highlighted areas for optimization. This process allowed for fine-tuning of responses and interaction pathways.
• Improved Intent Classification: Many conversations were previously handed over to agents as the bot couldn’t identify the correct intent. Enhanced intent classification algorithms ensured customer queries were accurately interpreted, leading to faster and more accurate responses.

• Product Updates: Ongoing product updates enriched customer interactions, helping users find products seamlessly and boosting purchase experiences.

Result: The bot automation efficiency increased by 15%, reaching 74%.