Find out how this online shopping mall increased sales and scaled WhatsApp usage with WhatsApp Cloud API.
Increase in sales conversions
Higher open rate compared to other channels
Increase in unique customers via WhatsApp
Function: Chatbot de WhatsApp
Platform: WhatsApp Cloud API
KiKUU is an online shopping mall that sells everyday essentials, household items, clothing, and more in 16 African countries at affordable prices via their app. Founded in 2015 and based in Hangzhou, China, it has more than 1,000,000 products in its catalog and counts more than 10 million people as customers.
Who is KiKKU?
KiKUU sells everyday essentials in more than 16 African countries at affordable prices.
What did KiKUU need?
KiKUU interacted with customers using messaging apps and Facebook, so they needed a more efficient channel to communicate with their customers.
As the company’s e-commerce market presence in Africa is quickly growing, customer inquiries about problems were solved mostly over the phone and by email. As a popular communication channel in the countries KiKUU does business, WhatsApp intrigued KiKUU as a better way to communicate and engage with its customers.
Partnering with messaging experience experts at Sanuker, KiKUU built a customized workflow and experience on WhatsApp Business Platform.
What was the solution?
Together we created powerful campaigns to announce product sales for customers who had opted in to hear from KiKUU. By embedding a click-to-product-website button into the experience, customers could seamlessly click to the website and purchase.
With a high throughput of messages per second, KiKUU ran the first test campaign by sending WhatsApp push notifications to randomly selected opted-in customers. To compare performance with established channels, they sent the same messages to everyone else.
“The result from the first campaign was amazing. Over one week, we saw that customers opened WhatsApp push notifications 70 percent more often than messages on the other channels, leading to a 60 percent increase in sales.”
Rebecca Cheung, Marketing Operations Manager – KiKUU China
“We can include rich media with pictures and buttons in WhatsApp push notifications, so it provides a wonderful, immersive customer experience. The campaign observed a 35 percent increase in unique customers. Because WhatsApp Business Platform is easily and seamlessly integrated with other platforms, we’re confident that the business will continue to give customers an even more innovative experience in the future.”
Cynthia Ng – Marketing Manager – Sanuker
Let’s see some of the results achieved by KiKUU:
With WhatsApp Business Platform, KiKUU boosted sales by 60%, increased the message open rate by more than two-thirds, and increased unique customers by a third.
- 45.4% increase in Gross Merchandise Value
- 59.6% increase in sales conversions
- 70% higher open rate compared to other channels
- 53.7% increase in daily active users with WhatsApp
- 35% increase in unique customers via WhatsApp