How Ghia increased subscriber LTV by 32% with 2-way conversations via SMS

Ghia went against a traditional customer support strategy and instead created a unique "hotline" experience for their customers. This gave customers the ability to chat one-to-one with their team if they were on the site, post-order, or anywhere in-between.

This helped Ghia build a great customer experience through being able to answer queries and offer tips and tricks on their product range. All conversations were filtered into the Blueprint conversational inbox which enabled the Ghia team to easily chat one-to-one with their audience. All conversations were synced to Shopify data making sure all information was at their fingertips. As a result, every customer Ghia had a 2-way conversation with had a 32.2% increase in LTV, and every message sent generated $2.68 in revenue.

As part of the wider community engagement strategy, Ghia also frequently drop new playlists that customers can enjoy and relate to their brand and product range.

This strategy really helped build their brand image and tone-of-voice with their community without any focus on marketing or revenue generation, and drives huge engagement and conversation through their hotline.

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