Lilipinso is a renowned French brand offering premium decor products for children’s spaces. With a carefully curated selection of wallpapers, wall stickers, and accessories, the brand transforms baby and children’s rooms into enchanting spaces, loved by both kids and adults alike.
Lilipinso faced several major challenges: improving the online customer experience, reducing cart abandonment rates, and increasing sales through personalized communication.
The children’s decor market is highly competitive, and Lilipinso knew that staying ahead required offering an impeccable customer experience. Despite its visual appeal, the e-commerce site encountered obstacles. Many visitors abandoned their carts without completing their purchases. The brand also needed to optimize customer interactions to increase conversion rates while ensuring smooth order tracking and after-sales service.
Objectives
To address these challenges, Lilipinso set several clear objectives:
- Cart Recovery: Reduce cart abandonment by automating effective recovery solutions.
- Customer Experience Improvement: Provide real-time personalized assistance through conversational channels to guide customers throughout their buying journey and offer advice on different decorations and wallpapers.
- Conversion Increase: Implement marketing strategies based on customer-initiated discussions to maximize sales opportunities.
- Customer Loyalty: Build close relationships with customers to encourage repeat purchases and brand recommendations.
Essentially, to have a true in-store advisor at the service of all customers!
Coco AI: The Solution for Lilipinso’s E-Commerce Challenges
- Guidance on Product Selection One of Lilipinso’s biggest challenges is helping customers choose the right wall decor based on their style or the dimensions of their child’s room. Coco AI can ask questions about room size, preferred colors, or themes, and then recommend suitable products. For example, if a customer asks, “What type of wallpaper would work in a small room?” Coco can suggest lighter designs or patterns that visually enlarge the space.
- Advice on Product Combinations and Collections Customers sometimes hesitate to buy decorative items because they don’t know how to match them. Coco can suggest product combinations, such as pairing wallpaper with matching wall stickers or complementary rugs. This creates a coherent shopping experience and increases the average order value. For example, Coco could recommend a specific collection based on the items added to the cart, saying, “This rug perfectly complements the wallpaper you selected.”
Implementation of the Solution
To meet these needs, Lilipinso decided to rely on high-performing conversational marketing tools integrated into their online store. The goal was to capture visitors’ interest while engaging them in personalized conversations that address their concerns and needs.
By implementing Coco’s interactive chat on WhatsApp (and their website), Lilipinso was able to:
- Recover Abandoned Carts: A notification system was set up to remind customers they had left items in their cart. This feature helped re-engage undecided customers, significantly increasing the conversion rate. As shown by the data, a 303x ROI was generated through abandoned cart recovery.
- Improve the Online Customer Experience: By implementing proactive chat, Lilipinso could respond live to customer questions, assist in purchase decisions, and reassure them about delivery times or options. The User Initiated Chat ROI showed impressive results with a 206x ROI.
- Optimize Personalization: By analyzing user behavior, the brand could send specific recommendations and offers, increasing conversion chances. For instance, a customer hesitating between several wallpaper designs could instantly receive advice via live chat.
Results
In just 30 days, the results speak for themselves. Lilipinso boosted its revenue through customer interactions via chat. A considerable portion of this revenue came from abandoned cart recovery, proving the effectiveness of this strategy in e-commerce. More detailed analysis shows that:
- User-initiated chats offered a 206x ROI, proving that direct engagement with customers is crucial for closing sales.
- Cart recovery was extremely successful, with a 303x ROI. This feature was the primary revenue driver, representing the majority of sales generated during the period.
- The Icebreaker tool has yet to be used but could represent a new avenue for encouraging initial interactions with customers and enhancing the sales experience.
Beyond the positive numbers, Lilipinso also saw a significant improvement in the quality of interactions with customers. Feedback showed that customers felt more supported throughout their buying journey and that their questions were addressed in real-time, increasing trust in the brand.
Recommendations
To further optimize its digital strategy, Lilipinso plans to:
- Leverage the Icebreaker Tool: This tool could be tested to initiate proactive conversations with visitors as soon as they land on the site, increasing conversion chances.
- Advanced Offer Personalization: By analyzing customer data gathered during interactions, Lilipinso could better understand customer demands and expectations, identify key questions, and even create content to improve SEO.
Conclusion
By integrating conversational marketing solutions, Lilipinso successfully tackled the e-commerce challenge, significantly improving its conversion rate and customer experience. The interactive chat not only helped recover sales that would otherwise have been lost but also created a smoother, more enjoyable shopping experience for users. Lilipinso is a shining example of the importance of personalized digital customer support in the competitive children’s decor market.
