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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.

June 28, 2021

min read

Context from...

Mark Collis

Chief Snacking Officer

Use-Cases

Abandoned Cart Flow

Feedback Message

1-Click Ordering

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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

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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1

Automated flows

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Metrics 📈

67%

LTV increase

38%

Reply rate

Top Tip 💡

Link customers to a pre-filled checkout to drive conversion in 1-click.

Top Tip 💡

Link customers to a pre-filled checkout to drive conversion in 1-click.

Top Tip 💡

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%.

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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2

Abandoned cart flows & CX

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Skout generated $4.71 with every message they sent to customers.

Metrics 📈

Top Tip 💡

Top Tip 💡

"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.