A luxury fashion brand seeking to refresh their business strategy, came to us for a solution on how to reach and connect with millennial shoppers through one of the world's most popular messaging apps: Facebook Messenger.
The challenge lied in reaching, and attracting the target audience for a business which is largely dependent on word-of-mouth as reference.
Optimizing User Journey
To leverage the target audience’s Facebook usage, our teams decided to visualize and transform Messenger into a shopping tool. By mapping out and ideating through different use cases and user journeys, we were able to determine flows that resulted in an easy and convenient shopping experience and shortened customer journeys.
To automate the interaction between the customer and the brand, we built a chatbot that facilitated conversations and provided apparel suggestions based on the shopper’s preferences. The bot also offered a detailed catalog of products that helped customers to shop based on their style and need, by directing them to relevant product page. This contributed to increasing customer engagement.
The innovative offering made this effort a huge hit with new and existing shoppers, translating in increased sales and loyalty.