How Bunaai Achieved 80x ROI and Streamlined 10k+ Monthly Support Tickets with BIK.ai

Bunaai is a renowned fashion and lifestyle brand celebrated for its contemporary ethnic wear. Known for its unique designs and superior quality, Bunaai has cultivated a strong online presence (1.3Mn+ Instagram followers and 500k monthly website traffic) and a loyal customer base.

Challenge

Bunaai sought to overcome the following challenges:

1. Boosting ROI from multi-channel marketing campaigns.
2. Managing an increasing volume of customer support tickets efficiently.
3. Capturing and nurturing new leads effectively to drive conversions.
4. Automating customer interactions across pre-sale, sale, and post-sale stages for operational efficiency and customer satisfaction.

Solution

By adopting BIK, Bunaai leveraged its all-in-one CRM capability to:

• Optimize email and WhatsApp campaigns for higher ROI.
• Centralize ticket management across WhatsApp, Instagram, and Facebook for seamless support.
• Automate customer journeys tailored to the pre-sale, sale, and post-sale stages.
• Capture leads through interactive pop-ups and nurture them with personalized retargeting strategies.

Strategy

1. Marketing Campaigns

• Email Campaigns: The healthy email servers used by the BIK platform in combination with RFM-based audience segmentation helped the brand achieve an impressive 36x ROI on their email campaigns.
• WhatsApp Campaigns: Utilized BIK’s META BSP status to run high-read-rate messaging for direct customer engagement, achieving up to 80x ROI with an impressive 78**% read rate**. The ‘Re-try campaign’ feature on Bik helped the brand maximize its deliverability and solve the Meta delivery restrictions. The feature ensures all non-delivered messages are retried again the next day automatically so that the entire audience receives the campaign on WhatsApp.

Helpdesk Integration

The brand leveraged Bik’s Omni-channel helpdesk to consolidate the resolution of 10k+ monthly support tickets from WhatsApp, Instagram, and Facebook into Bik.ai's unified helpdesk, streamlining customer service operations.

Instagram Automation

• Bunaai with 1.3Mn+ followers on Instagram receives a huge volume of product and support inquiries. All of these are high-intent prospects. Bik with AI-powered Instagram journey, automated 700+ pricing inquiries on Instagram posts, contributing significantly to their organic conversions from Instagram.

Gamified Lead Generation with Pop-ups on the website

• Introduced a “Spin the Wheel” welcome pop-up for new users, incentivizing them to provide contact details.
• Collected these leads and nurtured them for one month using contextual retargeting on WhatsApp and Email.
• This journey became one of the top 5 revenue-generating processes for Bunaai.

5. Customer Journeys

Bunaai used BIK.ai’s journey automation to enhance customer engagement across multiple stages of the buying process:

Pre-sale Journeys:

• Welcome Pop-ups for Lead Generation: Captured leads through interactive pop-ups and started a personalized nurturing process. These pop-ups introduced new users to Bunaai’s offerings and incentivized them with rewards, ensuring a strong first impression.
• New User Retargeting: Followed up with leads via WhatsApp and Email over one month with tailored messaging that showcased products, highlighted offers, and built trust to encourage purchases. The brand also personalised the journey based on the user interactions on the previous messages enhancing their overall ROI from this automation.

Sale Journeys:

• Product Viewed Retargeting: Targeted users who browsed products but didn’t take action, sending reminders and product recommendations through Email and WhatsApp with strategic time delays.

• Abandoned Cart Recovery: Re-engaged users who added items to their cart but didn’t complete the purchase, with personalized messaging and exclusive offers to motivate checkout.

Post-sale Journeys:

• Order Confirmation: Sent instant confirmation messages via WhatsApp and Email after a purchase, reassuring customers about their order.
• Shipping Updates: Kept customers informed with real-time updates on their orders’ shipping status, enhancing their post-purchase experience and building trust.

Key Results

• Marketing Campaigns:
  • Email: Achieved 36x ROI.
  • WhatsApp: Delivered 80x ROI with a 78% open rate.
• Helpdesk: Efficiently managed 7k+ monthly tickets across multiple platforms.
• Instagram Automation: Simplified 700+ pricing inquiries with a 45% read rate, contributing to organic sales growth.
• Pop-ups: Successfully captured and nurtured new leads, driving significant revenue as part of the top-performing customer journeys.

Conclusion

By harnessing BIK.ai’s marketing automation and customer engagement tools, Bunaai successfully enhanced ROI, optimized customer support, and streamlined processes across pre-sale, sale, and post-sale stages. These efforts have not only driven conversions but also elevated the overall customer experience, cementing Bunaai’s position as a leader in the fashion industry.

Ready to grow like Bunaai? Explore Bik.ai today!