How Shameless Pets created a personalized 1:1 customer experience with SMS

US pet food brand Shameless Pets make healthy, all-natural treats for dogs. Traditionally retail-led, they looked to Blueprint to build more direct relationships with customers to support their newly developed online channels.
Context from...
Sabrina Han
Community Manager
Use-Cases
Abandoned Carts
Automated Message Flows
Feedback Message

The Problem:

Personalizing customer relationships

Like many retail-first brands, Shameless Pets opened an eCommerce website when they saw huge demand from pet owners wanting to purchase their products online. This DTC model required a different relationship with customers - one that offered immediate, personalized and on-brand support at every stage of the buying journey. Shameless Pets found it difficult to deliver this intimate customer experience with email, and looked to Blueprint's SMS solution for help.

The Solutions

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Automated message flows

Shameless Pets created a simple automated message flow for each step in the post-order customer journey. This included personalized messages for order confirmations, dispatch notifications, feedback messages, and reorder prompts. The brand customized each message with their unique tone of voice to build a closer customer relationship and drive long-term brand equity.

By using SMS, Shameless Pets were able to have a fast, colloquial conversation with their customers that email could never replicate. They were able to speak to buyers like a friend, and engage in the type of direct, 1:1 conversations that rarely take place between consumers and brands.

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1

Automated message flows

Shameless Pets created a simple automated message flow for each step in the post-order customer journey. This included personalized messages for order confirmations, dispatch notifications, feedback messages, and reorder prompts. The brand customized each message with their unique tone of voice to build a closer customer relationship and drive long-term brand equity.

By using SMS, Shameless Pets were able to have a fast, colloquial conversation with their customers that email could never replicate. They were able to speak to buyers like a friend, and engage in the type of direct, 1:1 conversations that rarely take place between consumers and brands.

Shameless Pets' on-brand customization of their post order automated message flow.
Metrics πŸ“Š
31.6%
Open rate
Top Tip πŸ’‘
Use a unique tone of voice and copy that surprises your customers and stands out from the crowd.
Top Tip πŸ’‘
Use a unique tone of voice and copy that surprises your customers and stands out from the crowd.
Top Tip πŸ’‘
Use a unique tone of voice and copy that surprises your customers and stands out from the crowd.
Customizable post-purchase messaging flow.
Using:
Automated Message Flows
Try use-case
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2

1:1 feedback message

Within their automated message flows, Shameless Pets focused on collecting 1:1 feedback from customers on their orders and experience with the brand. A personalised message sent from their team member Sabrina, and was crafted to show the customer how important their feedback is to the business.

Within their automated message flows, Shameless Pets focused on collecting 1:1 feedback from customers on their orders and experience with the brand. A personalised message sent from their team member Sabrina, and was crafted to show the customer how important their feedback is to the business.

0
2

1:1 feedback message

Within their automated message flows, Shameless Pets focused on collecting 1:1 feedback from customers on their orders and experience with the brand. A personalised message sent from their team member Sabrina, and was crafted to show the customer how important their feedback is to the business.

Within their automated message flows, Shameless Pets focused on collecting 1:1 feedback from customers on their orders and experience with the brand. A personalised message sent from their team member Sabrina, and was crafted to show the customer how important their feedback is to the business.

Shameless Pets received great feedback from many customers they contacted.
Metrics πŸ“Š
Top Tip πŸ’‘
Top Tip πŸ’‘
Top Tip πŸ’‘
Shameless Pets received valuable feedback from many customers they contacted.
Using:
1:1 Communication
Try use-case
0
3

Abandoned carts

Shameless Pets also extended their personalized, on-brand messaging to SMS abandoned cart reminders. This simple flow worked closely with their existing email cart abandonment alert, but leveraged the immediacy offered by SMS to recover more carts and revenue.

Shameless Pets also extended their personalized, on-brand messaging to SMS abandoned cart reminders. This simple flow worked closely with their existing email cart abandonment alert, but leveraged the immediacy offered by SMS to recover more carts and revenue.

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3

Abandoned carts

Shameless Pets also extended their personalized, on-brand messaging to SMS abandoned cart reminders. This simple flow worked closely with their existing email cart abandonment alert, but leveraged the immediacy offered by SMS to recover more carts and revenue.

Shameless Pets also extended their personalized, on-brand messaging to SMS abandoned cart reminders. This simple flow worked closely with their existing email cart abandonment alert, but leveraged the immediacy offered by SMS to recover more carts and revenue.

Metrics πŸ“Š
37%
Abandoned cart recovery rate
$10.06
Revenue per message
Top Tip πŸ’‘
Use the {link_to_checkout} tag in your message flows to head straight back to a pre-loaded checkout with the customers cart.
Top Tip πŸ’‘
Use the {link_to_checkout} tag in your message flows to head straight back to a pre-loaded checkout with the customers cart.
Top Tip πŸ’‘
Use the {link_to_checkout} tag in your message flows to head straight back to a pre-loaded checkout with the customers cart.
Shameless recovered 37% of abandoned carts with SMS reminders.
Using:
Abandoned Carts
Try use-case

Overall Conclusion

1:1 personalised customer experience

Shameless Pets facilitated the growth of their direct-to-consumer channel by delivering an holistic, personalized customer experience via SMS. Blueprint enabled the brand to set up automated flows, 1:1 feedback and abandoned cart reminders - driving both high customer engagement and recovered revenue.

The Results πŸ“Š
37%
Abandoned cart recovery rate
$10.06
Revenue per message

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