Results at a Glance
- 20% Increase in Repurchase
- 54% Message Open Rates
- 30% Increase in Order Pickup Efficiency
In recent years, competition in mainland China’s tea beverage market has intensified, with brands facing increasing pressure. To seek new growth opportunities, many tea brands have expanded into overseas markets.
CHAGEE, a leading brand in the industry, has successfully opened stores in Malaysia, Indonesia, and other international markets.
However, a persistent challenge for physical stores remains.
They rely on foot traffic and are geographically limited, making continuous customer engagement and deep interaction difficult. Overcoming this limitation and establishing an efficient customer operation system became a key challenge for CHAGEE.
Challenge: How to Retain and Efficiently Convert Customers?
Under the traditional model, CHAGEE’s stores mainly relied on natural foot traffic, lacking effective customer retention and remarketing strategies. This led to several key challenges:
1. Customers Leave After Purchasing, With No Means for Re-engagement
Without long-term interaction, increasing repurchase rates became difficult.
2. Limited Store Marketing Reach
Offline promotions reached a restricted audience, and customers often missed out on the latest deals.
3. Inefficient Order Pickup
Long wait times during peak hours negatively impacted customer satisfaction and retention.
Solution: YCloud Empowers CHAGEE to Implement Digital Customer Operations
To address these pain points, CHAGEE partnered with YCloud to pilot an online customer management and marketing automation solution in its Hong Kong stores. By effectively utilizing WhatsApp for customer engagement, CHAGEE successfully enhanced its store operations.
Strategy 1: Driving Traffic to WhatsApp Groups for Community Marketing
- Placed WhatsApp group QR codes in prominent store locations, encouraging customers to scan and join the group for store updates and exclusive offers.
- Store managers moderated the group, regularly posting product recommendations, limited-time discounts, and member-exclusive promotions to foster closer customer relationships.
- Store managers could also create customized activities, such as polls and interactive games, to enhance customer engagement.
Strategy 2: Encouraging Customers to Subscribe to the Official WhatsApp Account
- After joining the group, customers were guided to subscribe to CHAGEE’s official WhatsApp Business account for personalized services. After subscription, the account automatically sends:
- Exclusive discount coupons
- New product launch notifications
- Membership level update alerts
Strategy 3: Automating Customer Engagement via YCloud’s Journey
- When the drinks are ready, customers will receive automated notifications on WhatsApp.
- Customers received pickup codes and instructions, improving order efficiency, reducing wait times, and enhancing the overall customer experience.
Strategy 4: Re-engage Past Customers with Targeted Campaigns
- CHAGEE categorized customers based on location and order history to send personalized marketing messages.
For example, CHAGEE ran a targeted marketing campaign for loyal customers of its first Hong Kong store. Using YCloud’s bulk marketing tool (Campaign) and segmentation data like store location and first-order time, the campaign achieved a 54% open rate, far surpassing traditional SMS or in-store posters.
Results: Efficient Customer Engagement Driving Business Growth
By leveraging YCloud’s WhatsApp API, CHAGEE Hong Kong stores successfully built a digital customer engagement system that drove measurable growth.
📌 Increased Customer Loyalty: WhatsApp community interactions converted occasional buyers into loyal customers, boosting repurchase rates by 20%.
📌 Higher Marketing Reach: WhatsApp messages were trackable and more effective than traditional in-store posters, achieving an average read rate of 54%.
📌 Optimized Order Pickup Efficiency: Order wait times reduced by 30%, improving customer satisfaction and store efficiency.
Future Outlook: Expanding from Hong Kong to Global Markets
The collaboration between YCloud and CHAGEE provides a new customer engagement model for the tea beverage industry. Moving forward, CHAGEE plans to expand this model to additional international markets, including Singapore, Thailand, and Canada, further enhancing its global market presence.
Ready to digitize your store with WhatsApp? Contact us today!
