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Skout Organic

How Skout Organic increased SMS subscriber LTV by 67% and generated 38 x ROI on Blueprint

Skout Organic make plant-based snacks for a healthy lifestyle. They wanted to build a more direct and personal relationship with their eCommerce customers than what was possible with email.

Context from...
Mark Collis
Chief Snacking Officer
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The Problem

Skout Organic wanted to build a more direct and personal relationship with their eCommerce customers than what was possible with email. They wanted to focus on this relationship post-order to retain customers, but also wanted to increase checkout conversion by helping to solve issues customers might be facing to convert.

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The Solutions

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Automated flows

The team at Skout Organic used SMS to build a personal post-order flow which included order confirmation and dispatch updates to help solve CX issues quickly, a feedback request to gain insight into what their customers were thinking about their and product, and a replenishment message to remind customers how easy it was to reorder in 1-click.

With this flow on SMS, Skout Organic achieved a 38% reply rate from customers and an LTV increase of 67% for any customers they had a 2-way conversation with. All of Skout Organic's conversations were easily filtered into the Blueprint conversational inbox to make it easy to reply and serve these customers.

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0
1

Automated flows

The team at Skout Organic used SMS to build a personal post-order flow which included order confirmation and dispatch updates to help solve CX issues quickly, a feedback request to gain insight into what their customers were thinking about their and product, and a replenishment message to remind customers how easy it was to reorder in 1-click.

With this flow on SMS, Skout Organic achieved a 38% reply rate from customers and an LTV increase of 67% for any customers they had a 2-way conversation with. All of Skout Organic's conversations were easily filtered into the Blueprint conversational inbox to make it easy to reply and serve these customers.

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Metrics ūüďą
67%
LTV increase
38%
Reply rate
Top Tip ūüí°
Link customers to a pre-filled checkout to drive conversion in 1-click.
Top Tip ūüí°
Link customers to a pre-filled checkout to drive conversion in 1-click.
Top Tip ūüí°
Link customers to a pre-filled checkout to drive conversion in 1-click.
Skout Organic increased LTV of customers they had conversations with by 67%.
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Abandoned cart flows & CX

Skout Organic also enabled a two-part SMS abandoned cart flow to help increase conversion at checkout and understand why customers were falling off. Skout Organic used a colloquial and personal message to introduce the founder, offer support, and a simple link back to the checkout.

Skout Organics two-part SMS abandoned cart flow quickly resulted in a 19% conversion rate and $4.71 revenue generated per message as a result of the 98% open rate on SMS and immediate one support that was offered. This is a 5x increase on the traditional email abandoned cart flow where historically only 2 in 10 people even see the message.

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0
2

Abandoned cart flows & CX

Skout Organic also enabled a two-part SMS abandoned cart flow to help increase conversion at checkout and understand why customers were falling off. Skout Organic used a colloquial and personal message to introduce the founder, offer support, and a simple link back to the checkout.

Skout Organics two-part SMS abandoned cart flow quickly resulted in a 19% conversion rate and $4.71 revenue generated per message as a result of the 98% open rate on SMS and immediate one support that was offered. This is a 5x increase on the traditional email abandoned cart flow where historically only 2 in 10 people even see the message.

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Skout generated $4.71 with every message they sent to customers.
Metrics ūüďą
Top Tip ūüí°
Top Tip ūüí°
Top Tip ūüí°
"Not only did Blueprint help drive sales and LTV but it allows us to build a true one-to-one connection with both our returning and our first time customers."
Mark Collis
Chief Snacking Officer

In Conclusion

Skout Organic set out to build a more direct and personal relationship with their customers through SMS to disrupt the traditional impersonal email experience they had in place. Through a simple SMS post-order and two-part abandoned cart flow, Skout Organic transformed their customer experience with an 38x ROI from Blueprint, combined with a 67% increase in LTV and 19% conversion on abandoned carts. This communicates the power of authentic, 2-way conversation with customers and how much of an impact SMS can have on an eCommerce business.

The Results

67.2%
LTV increase with 2-way conversation
19%
Conversion on abandoned cart
$4.71
Revenue per message on abandoned cart
38x
ROI with Blueprint
Annie Mitchell, Co-founder of Bottleshot profile photo
"11/10 would recommend. Blueprint seamlessly facilitates the delivery and reorder of our cold brew coffees."
Annie Mitchell
Co-Founder
,
Bottleshot

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