Mahogany, a revolutionary company in the beauty sector for more than three decades, stands out as a leader in the production of luxury cosmetics, combining excellence, originality, and elegance.
Mahogany employs WhatsApp and email through Mobile Service Cloud and Mobile Marketing Cloud respectively to improve customer interaction and turn conversations into conversions.
Mahogany was founded in 1991 with a dream: Creating memorable products and beauty rituals for the body and home that awake vitality in each person - Brian Drummond, Mahogany Marketing Manager.
Mahogany's previous platform had several significant limitations;
- Communications were restricted to sending emails;
- Creating automations, such as navigation emails or abandoned cart recovery, required HTML development;
- High demand for support from the previous platform to make changes;
- Lack of autonomy to modify the layout;
- Lack of a proper targeting system;
- WhatsApp was needed for a direct connection with consumers. However, the previous platform did not offer support for WhatsApp Business Platform.
Creating templates in our old platform was extremely complex. It wasn't possible to change the base, segment the audience, or have access to information about the receipt and interaction of the consumer with the campaigns created - Bruna Mendes, E-commerce Coordinator at Mahogany.
Mahogany experienced a number of advantages when they implemented CM.com's solutions. Especially WhatsApp Business Platform shows significant results as a channel for customer service, communication, and interaction.
Detailed analysis shows that WhatsApp Business Platform has an average open rate of 59%, significantly outperforming email.
Mahogany launched a campaign during Women's Day 2023, exclusively through email and WhatsApp. It resulted in a 242% increase in turnover compared to the previous year, and 49% of this was generated through the email and WhatsApp channels.
Today, we have a more agile and professional service within the WhatsApp tool through the Mobile Service Cloud. We can control message history, transfer calls and make internal notes for other team members - Andréa Vilas Boas - IT Manager.
After integrating WhatsApp and email through CM.com's solutions, Mahogany achieved remarkable results:
+500,000 emails sent per month;
+80,000 messages sent by WhatsApp per month;
+439% new users;
+117% new sessions
The Women's Day 2023 campaign saw revenue soar by 242% compared to the previous year. Almost half of this revenue (49%) was generated through email and WhatsApp channels.
WhatsApp consistently achieves an impressive 59% message open rate. There has even been an instance where WhatsApp accounted for 28% of sales in just one day.
More than 80,000 messages are sent via WhatsApp every month, reflecting its growing popularity and impact.
Through the Mobile Marketing Cloud and Mobile Service Cloud solutions, together with WhatsApp Business Platform, Mahogany can offer exceptional service to its customers and consultants where needed: e-commerce, direct sales, customer service, and in their own stores and franchises. Strengthening the company's relationship with its consumers through WhatsApp, allows for a conversational marketing approach.
Use data to your advantage and reach your customers on their preferred channel with personalized campaigns.
Interact with your customers on their preferred channel through a single service platform. Automate your conversations with a chatbot and provide real-time support.
Automated and scalable customer service. Chatbots that are easy to implement and code-free.
Communicate via WhatsApp and offer your customers an incredible experience on the world's most used messaging app.
Design, automate, and analyze transactional marketing email campaigns with personalized emails that generate conversions.
With our CM.com messaging solutions, your company will be able to communicate with (potential) customers through all digital communication channels. With our tools, we can help your business to prosper even more.
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