How Zoe Lu connects fashion lovers with their favorite brand

"Once I showed our team how fun it is to use, everyone wanted to switch from email to charles."
Larissa, Co-founder, ZOÉ LU

Challenge: to be there for customers

ZOÉ LU is a fast-moving fashion brand with a large variety of designs and weekly product drops. Customers often have questions around product and styles.

The challenge is to answer these instantly to avoid losing the sale.

It needed a channel in which customers can get answers straight away, which isn't always possible with traditional channels like email.

Goals: fewer returns, greater loyalty

To reduce returns and abandon cart rates. It also wanted to improve the customer experience through speed and personal communication.

Results: consumers who feel connected

Customers love how easy it is to stay in touch with their favorite brand. They can now ask questions about bags, track orders, receive drop alerts and buy, all through one channel.

ZOÉ LU can now:

Easily build an audience

The first step is always to get your customers into your WhatsApp channel.

ZOÉ LU added a branded "service bubble" to its homepage to answer questions. WITH THIS, ZOÉ LU can now instantly resolve queries and concerns. And of course, conversations often turn into sales.

It also uses pop-ups and the Shopify thank you page to invite customers into WhatsApp.

Send weekly bag drops

Customers are so engaged that they actively ask for exclusive news. ZOÉ LU responds to this demand with weekly WhatsApp campaigns. This is more than we usually advise clients, but with customers asking for this, it makes good business sense.

Generate revenue in a personal way

WhatsApp gives ZOÉ LU a way to keep in touch in a personal, direct way with its audience. Customers appreciate this and brand loyalty grows. Which in turn leads to sales.

What's next?

Boost engagement with WhatsApp Style & Bag Adviser

Save time through automated conversations

Grow audience through PDP chat bubbles

ZOÉ LU plans to create a WhatsApp Style & Bag Adviser using automated conversations. Automating with charles saves time and money while giving an excellent, human customer experience.

It also wants to integrate product description page (PDP) "Chat-ins" to answer questions at the point of sale. This will further improve the customer experience and grow the WhatsApp audience.