Luxury vintage jewelry retailer personalizes abandoned cart recovery with AI Agent WhatsApp messaging, achieving a 1,012x ROI.
Key Takeaways
- Automated abandoned cart recovery via WhatsApp can deliver exceptional ROI (1,012x) when implemented strategically
- WhatsApp provides brands an underutilized marketing channel that offers premium branding opportunities compared to SMS.
- Responsiveness and a personalized touch through WhatsApp significantly impacts customer trust and conversion rates without impacting the team.
About Castafiore
Castafiore is a premium retailer specializing in authenticated vintage and pre-owned jewelry from renowned brands, with an average cart value of €2,500. The brand positions itself in the luxury market segment, where personalized customer relationships are essential to their business model.
The company is committed to promoting conscious consumption through second-hand jewelry, reducing demand for new raw materials while offering access to exquisite vintage pieces.
If you’d like to support Castafiore and join their journey they are currently (April/May 2025) raising a round of funding to continue their growth. Check out their Fundraising page here!
Their Challenge
Castafiore faced a strategic challenge in nurturing high-value customers who make considered and thoughtful purchasing decisions. With significant average order values of €2,500, each potential sale represented substantial revenue that needs to be matched with a personal touch.
The brand needed a solution that would enhance customer engagement at critical decision points and create more high value interactions.
Email marketing was becoming increasingly saturated, while SMS lacked the premium feel that aligned with their luxury positioning. Additionally, with nearly 80% of customers contacting the company before finalizing purchases, responsive and attentive support was crucial for building trust.
The CoCo Solution
After researching marketing channels that could deliver a more premium customer experience, Castafiore selected CoCo AI’s WhatsApp Shopify App.
1. Better branding than SMS
The platform offered a sophisticated alternative to SMS with enhanced visual branding opportunities that better aligned with Castafiore’s upscale market positioning.
CoCo’s WhatsApp solution enabled the company to implement automated abandoned cart recovery flows in both French and English, reaching customers at the optimal moment in their purchase journey in their optimal language.
“WhatsApp allows us to have a more premium interaction than SMS, and its interface better adapts to our branding and positioning,” notes Eve Sorrant Ecom Lead.
2. High Open Rates
The team leveraged WhatsApp’s higher open rates (86%) and engagement levels, while maintaining the brand’s luxury aesthetic. CoCo’s AI allowed Castafiore to provide rich, interactive conversations with prospects to drive high cart value sales without requiring additional team resources.
3. Personalization without the overhead
This automation enhanced to create an impression of attentive, personalized service that reinforced trust—a critical element in their sales process when dealing with high-value vintage jewelry purchases.
Results Achieved
Castafiore’s implementation of CoCo AI’s WhatsApp solution delivered exceptional returns, producing a remarkable 1,012x ROI. Beyond the direct revenue impact, the WhatsApp channel has significantly enhanced the brand’s perception, providing personalized, responsive interactions to bring customers back to buy.
“The abandoned cart flow allows us to follow up with prospects at the opportune moment, promoting conversion while reinforcing trust through responsive and attentive support—essential in our sales journey where nearly 80% of customers contact us before finalizing their purchase.”
