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Scotch Porter Customer Story
40% increase
in Review Request Click Rate
12% increase
in Review Generation
Improved
Customer Experience
Scotch Porter is a grooming brand offering affordable luxury to men chasing that “fresh from the barber” high. With a strong focus on natural ingredients and multi-functional products that meet (and exceed) everyday expectations, Scotch Porter has built up a strong following of dedicated customers who love the brand’s empathetic approach to hair and skincare.
Scotch Porter was already benefiting from a high performing review request sequence. They understood the power of leveraging customer reviews & UGC and were interested in exploring what further lifts could be achieved by sending review requests via SMS. By adopting the new Okendo-Postscript integration, Scotch Porter has been able to benefit from their customers’ experience in a whole new way, with immediate and efficient feedback from their community via SMS.
Connecting with customers on their preferred communication channel
As an established DTC brand, Scotch Porter’s reputation is built on a deep understanding of what its customers want from their daily grooming products. Using Okendo’s Attributes feature, Scotch Porter was able to leverage a nuanced understanding of their customers to deliver an exceptional customer experience on site.
“Okendo helps us keep an open dialogue with our consumers as they can share feedback including unique grooming attributes to highlight how the product works for them. This helps other consumers to better understand how our assortment can work for them based when they identify with similar details,” explains Aleesha Worthington, Sr. Brand Director of Marketing & Ecommerce at Scotch Porter.
Seeing the uplift in conversion rates that customer reviews & UGC brought to the business, their ecommerce and digital marketing agency Lunar Solar Group was keen to help amplify the effect. With 98% of text messages being read before the end of day, Lunar Solar Group suggested it was time to combine Scotch Porter’s review generation strategy with SMS.
“To double down on review collection, we wanted to see how we could get more people to submit reviews. We were seeing 21% open rates on review collection but that means we're still leaving the other 79% on the table. We wanted to add SMS to get more customer eyes on the review request,” explains Tricia Yeonas, CRM Manager at Lunar Solar Group
Postscript, the leading SMS marketing app for Shopify stores, had proven to be a timely and progressive method of communication for Scotch Porter to reach their customers. Given the amount of engagement customers have with their mobile devices on a daily basis, the efficiency of SMS is powerful. Very few recipients will fail to open and view a message sent this way.
Using the Okendo-Postscript integration, Lunar Solar Group was able to send review requests via SMS, reaching opted-in shoppers on their preferred communication channel. The results lead to a significant boost in reviews generated, promoting an increase in conversion rates.
Harnessing the power of SMS to increase review generation
Thanks to Okendo’s advanced email automation engine, Sequences, implementation of the Okendo-Postscript integration was simple. With the ability to easily add and configure SMS messages directly within a sequence, Lunar Solar Group was able to quickly build a multi-step, multi-channel review request automation that optimizes for each customer’s communication preferences.
Customers who had opted into SMS communications were sent a review request message 14 days after order fulfillment. If left unanswered, a reminder SMS was sent 7 days later. Meanwhile, customers who had not given permission for SMS were contacted via email, at these same intervals.
The results that Scotch Porter experienced after adopting the new Okendo-Postscript integration were immediate. In the first 30 days of their trial, they saw an impressive 12% increase in review generation.
“The Okendo & Postscript integration allows us to push timely SMS notifications to consumers post purchase to drive review conversion. This method in combination with our overall customer segmentation and notification programming, has truly driven the impact we were looking for,” says Aleesha Worthington, Sr. Brand Director of Marketing & Ecommerce at Scotch Porter.
On a relative basis, during the 30 day testing period, the review generation rate for requests sent via SMS was 1.3x higher than those sent via email. And when compared to their previous, email only review request sequence, Scotch Porter’s overall rate of review generation was increased by approx. 12%.
“We leverage Okendo to gather reviews, feedback and photo & video assets from our consumers surrounding our products. This feedback gives us insight into understanding how we’re delivering on our brand promise as well as identify areas of opportunity around things such as developing new products,” says Aleesha Worthington, Sr. Brand Director of Marketing & Ecommerce at Scotch Porter
Through the Okendo-Postscript Integration, Scotch Porter now has a collection of valuable customer reviews & UGC to leverage throughout their site to connect deeper with customers, uphold their stellar customer experience, and drive conversion rates.
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