How Kushal's Jewellery Achieved 27x ROI & Streamlined Support with BIK.ai CRM

Kushaal's Jewelry is a premium jewelry brand known for its exquisite craftsmanship and elegant designs. Catering to a diverse clientele, the brand offers a wide range of products, from traditional ornaments to contemporary pieces that appeal to modern tastes. With a strong offline and online presence (1.5Mn monthly website traffic), Kushaal's Jewelry is committed to delivering exceptional quality and service.

Challenge

Kushaal's Jewelry faced challenges in:

Maximizing ROI through targeted marketing efforts.
Managing high volumes of support queries across multiple channels.
Automating customer interactions to drive sales and reduce RTOs.

Solution

The brand implemented Bik.ai’s AI CRM platform to enhance campaign performance, centralize support processes, and optimize customer journeys for better engagement and conversions.

Strategy

WhatsApp Marketing

Kushaal's Jewelry utilized Bik.ai's WhatsApp automation to run personalized campaigns that resonated with its target audience. Key strategies included:

‘Auto-retry’: This ****feature ****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.
Timely Updates: Sending updates about promotions, restocks, and personalized recommendations to encourage purchases.
Targeted Segments: Leveraging the RFM segmentation capability on BIK the brand was able to handpick the best revenue-generating user segments for promotional campaigns such as repeat buyers and first-time visitors, ensuring relevance.
High Engagement Rates: The stable WhatsApp Business API via BIK ensured the brand achieved an 80% read rate, resulting in up to 27x ROI on marketing campaigns.

Omni-channel Helpdesk

With Bik.ai’s multi-channel helpdesk, Kushaal's Jewelry centralized its customer support operations:

Integrated Channels: All inquiries from WhatsApp, Instagram, and Facebook were funneled into a single platform.
Efficient Workflow: A team of 10 support staff handled 500+ daily tickets seamlessly, reducing response times and improving customer satisfaction.
Automation: Common queries, such as product details and delivery updates, were automated, allowing the team to focus only on complex issues.

Instagram Automation

Automating Pricing Inquiries: The brand used Bik.ai to respond automatically to 5,000+ pricing inquiries on Instagram posts, achieving a 45% read rate.
Driving Organic Traffic: These automated responses directed high-intent leads to the website, significantly contributing to conversions.
Revenue Impact: Instagram automation became one of the brand’s top 5 revenue drivers, underscoring its value in capturing hot leads.

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Customer Journeys

Kushaal’s Jewelry designed pre-configured, automated journeys through Bik.ai to engage customers at different points of the sales funnel:

Sales-Focused Journeys:
- Product Viewed Retargeting: Sent reminders to customers who viewed products but didn’t add them to the cart.
- Add-to-Cart Abandoners: Nudged customers who added items to their cart but didn’t proceed to checkout, offering incentives like discounts to complete the purchase.

Abandoned Checkout Recovery: Followed up with customers who left mid-checkout, addressing potential concerns or offering additional benefits. The ‘Auto-retry’ feature (similar to campaigns) ensured upto 97% deliverability to high-intent users driving maximum cart recovery.
COD to Prepaid Conversion: Proactively targeted cash-on-delivery (COD) customers with incentives to switch to prepaid orders, reducing RTO (Return to Origin) rates and ensuring higher order completion.

Key Results

26x ROI on WhatsApp marketing campaigns.
Streamlined support operations with efficient management of 500+ daily tickets.
Instagram automation became a top 5 revenue contributor, driving significant organic traffic.
Improved customer engagement and reduced RTO through personalized sales journeys.

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Conclusion

By adopting Bik.ai, Kushaal's Jewelry transformed its marketing and support processes, resulting in increased ROI, streamlined operations, and a measurable impact on revenue growth.

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