How Deyga Cosmetics Achieved 38x ROI and Automated Engagement for 1M Instagram Followers with BIK

Deyga Cosmetics is a leading beauty and skincare brand renowned for its natural and organic products. With a strong online presence and a growing customer base, Deyga focuses on delivering high-quality products while ensuring an excellent customer experience across all touch points.

Challenge

Deyga Cosmetics faced the challenge of:

1. Enhancing their ROI on marketing campaigns across multiple channels.
2. Streamlining customer support to handle a high volume of inquiries from ~1Mn Instagram follower and other channels.
3. Automating repetitive tasks like pricing inquiries and post-sale communications to save time and human resources costs.

Solution

Deyga partnered with BIK, leveraging its multi-functional SaaS marketing platform to address the challenges. The platform offered robust capabilities for multi-channel marketing, automation, and customer support management, enabling Deyga to:

• Optimize email and WhatsApp marketing campaigns for higher ROI and engagement.
• Centralize their helpdesk operations for efficient ticket management.
• Automate key customer journeys and repetitive tasks to improve conversions and operational efficiency.

Strategy

1. Marketing Campaigns

• Email Campaigns: Implemented targeted campaigns with a focus user audience leveraging BIK’s pre-built RFM segments. Strategic campaign timing with the ‘Campaign Scheduling’ feature helped the brand achieve up to 38x ROI with an average 27.5% read rate.

• WhatsApp Campaigns: Utilized BIK’s META BSP status to run high-read-rate messaging for direct customer engagement, achieving up to 33x ROI with an impressive 80% 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.

2. Helpdesk Integration

Centralized 10k+ monthly support tickets from WhatsApp, Instagram, Email, and Facebook into BIK's multi-channel helpdesk for seamless resolution reducing overall resolution time and improving overall CSAT scores.

3. Instagram Automation

Deyga Cosmetics with ~1Mn following 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, achieving a 40% read rate, contributing significantly to organic conversions from Instagram.

Customer Journeys

Deyga utilized BIK’s advanced journey builder for both pre-sale and post-sale customer interactions. Some of the top revenue-contributing journeys for the brand include:

• Pre-sale Journeys:
  • Product viewed retargeting: Drove personalized follow-ups based on product interests shown on the website by the visitors. Most importantly this journey targeted the first-party data captured by the brand thereby complying with the recent PDPD Data privacy policy of the GOI.

• Abandoned cart recovery: The brand leverages the BIK Multi-channel journey feature allowing them to retarget cart abandoners on both WhatsApp and Email over a period of 5 days from the day of cart abandonment.
• Post-sale Journeys:
  • Order confirmation: Automated updates on WhatsApp about the order confirmation ensured a seamless checkout experience.
  • Shipping Updates: Ensured customers receive real-time updates on their order status, boosting post-purchase satisfaction.

These journeys ensured personalized and timely engagement, driving conversions and enhancing the customer experience.

Key Results

• Marketing Campaigns:
  • Email: 38x ROI and 27.5% read rates.
  • WhatsApp: 33x ROI and 80% read rates.
• Helpdesk: Efficiently managed 10k+ support tickets monthly from multiple platforms.
• Instagram Automation: Streamlined 700+ pricing inquiries with a 40% read rate, boosting organic sales.

Conclusion

Through BIK’s marketing and automation platform, Deyga Cosmetics successfully scaled its operations and improved its ROI across multiple channels. The streamlined processes and automation not only enhanced efficiency but also deepened customer engagement, making BIK an integral partner in Deyga’s growth story.

Ready to grow like Tata Simply Better? Explore Bik.ai today!