Conversion

How This Brand Used Personalization to Increase Their Revenue by 17%

how-this-brand-used-personalization-to-increase-their-revenue-by-17%

Searching for wins that help boost revenue is something every business strives for, but how exciting would it be if you found one strategy that made you an additional $400,000 in 60 days and a 17% overall revenue lift? Live Love Gameday, an apparel brand inspired by sports-themed clothing, achieved this by simply interacting with their customers in personalized ways. 

By using Octane AI’s Facebook Messenger and SMS suite, Live Love Gameday worked with our team to create a personalized conversational automation strategy that helped them achieve the following results: 

  • An additional 35,000 products purchased in 60 days
  • A 17% overall revenue lift
  • $400,000 in additional revenue in 60 days

We’ll dive into the strategy Live Love Gameday used in this article. The reason we’re sharing these details with you is because Live Love Gameday’s strategy can simply be replicated by any Shopify or Shopify Plus brand that has a decent following on Facebook or Instagram. 

If you’re ready to tackle Messenger and SMS automation like a pro, then keep reading to find out how this brand was able to personalize their conversations with customers. 

If you want to read the full Live Love Gameday case study to understand every detail about the strategy they used to see such great success, you can get a free copy sent to your inbox here. This case study has screenshots, templates and more.

See How They Did It

LLG masks and bag

What is Live Live Gameday?

Live Love Gameday is a comfortable and trendy sports-themed clothing and accessories brand. The store is based out of Dallas, Texas and was founded by a former Dallas Cowboys Cheerleader, Sydney Durso-McArthur. 

Sydney cheered for the Dallas Cowboys for seven seasons, which led to her strong beliefs that the field was her home away from home. This sparked her idea to launch Live Love Gameday, a line of clothing that could be enjoyed by those who share the same love for sports and the field. 

LLG owners

The Challenge Live Love Gameday was facing

Live Love Gameday was challenged with being able to engage with their customers in a meaningful way. They already had an audience on Facebook, but they didn’t have the right tools to be able to interact with that audience. They were looking for a solution to engage with their customers through advanced personalization and to be able to simplify the interactions they had with customers. This led them to discovering Octane AI. 

Once Live Love Gameday started engaging with their audience through Messenger and SMS, they found out their customers enjoyed every interaction. 

“We chose Octane AI because they have the most robust form of Facebook Messenger that is currently on the market. We love the technology and innovation that we bring to our brand by using the Octane AI platform.”

– Jay McArthur, owner of Live Love Gameday

Live Love Gameday Soccer Bag Picture

The Strategy Live Love Gameday implemented

When Live Love Gameday started working with the Octane AI team, the first thing they did was implement opt-in tools on their website. The tools they used were welcome pop-ups, exit-intent pop-ups, order status page opt-ins and an opt-in checkbox on every product page. This allowed them to capture more Messenger and SMS opt-ins from all pages on their website, and then they could start reaching customers on these channels about exciting news and promotions.

Next, they created Messenger and SMS flows and campaigns. This includes browse abandonment and cart abandonment reminders, Sponsored messages, order confirmations and shipping notifications, and custom AI smart responses. All of these messages are extremely targeted and personalized toward every end-user, which has led to high engagement rates and more purchases for Live Love Gameday.

Revenue-generation flows

Live Love Gameday retargets Messenger and SMS subscribers who previously browsed through items and left without finalizing their purchase. On Facebook Messenger, Live Love Gameday will send two abandoned cart reminders for visitors who’ve left items in their shopping cart. The first message tells the customer that they noticed they left an item behind, and that they’re going to save it for them. Then, they offer the customer a 20% discount and remind them that shipping is free for U.S. orders over $50.

The second message is sent one day later. Similar to the first message, customers are offered a 20% discount and reminded about free shipping. However, in the second abandoned cart message, Live Love Gameday tells the customer that the item they are looking at is almost sold out. This adds an urgency factor for the customer to finalize the purchase if they truly want the product. 

LLG abandoned cart message example

On Messenger, the abandoned cart messages have helped Live Love Gameday recover 7% of their abandoned carts and contributed to over $68,000 in additional revenue in 60 days. The success from abandoned cart messages isn’t surprising considering 79% of consumers say they are only likely to engage with an offer if it has been personalized to reflect previous interactions the consumer has had with the brand. 

Live Love Gameday also sends abandoned cart reminders on SMS and browse abandonment messages on Facebook Messenger. You can learn more about their revenue-generating flows in the full case study!

Automated Campaigns

Live Love Gameday sends sponsored messages on Facebook Messenger and promotional updates on SMS. One of the most successful SMS campaigns was when they offered one free mask to the first 20,000 people who made a purchase after receiving the message. Around the time of this campaign, Live Love Gameday generated $53,000 in additional revenue. This campaign alone was a significant part of the brand’s additional $400,000 in 60 days.

Live Love Gameday SMS message example

One personalized campaign that is sent to subscribers is one that asks customers if they want to be notified about upcoming promotions. This promises that the user will be one of the first people to hear about it if they opt-in. Once the user clicks “notify me,” Live Love Gameday responds with a reassuring message that tells the customer they will be the first to know about the next mega sale. 

Live Love Gameday Messenger convo example

As part of this campaign, Live Love Gameday also includes a section that tells customers to browse their store while they’re waiting for the sale. When the link is clicked, the user is automatically directed to Live Love Gameday’s website. Although this seems like a small addition to the campaign, it’s actually helped generate $2,000 in additional revenue in the 60 day timeframe

Do you want to build a strategy like Live Love Gameday? You can come chat with the Octane AI team to see how we can help you achieve the same success.

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Using Facebook Messenger and SMS for advanced personalization leads to better results

There’s no better time than right now to start personalizing every experience for your customers. In fact, marketers tend to see an average 20% increase in sales when using personalized experiences. The reason Facebook Messenger and SMS is one of the best channels to start offering these personalized experiences is because of their significantly high open rates and click-through-rates, and also because both of these channels aren’t cluttered with other promotional messages from your competition. 

Aside from the Messenger and SMS tactics we’ve shared from Live Love Gameday’s strategy, there are a ton of other ways you can use these channels to drive more engagement and revenue from your audience. Here are a few ways:

Cross-sell or up-sell: On Messenger specifically, businesses can build customized back-and-forth conversations, giving users the ability to interact back with your business and receive real responses. Some brands use this feature to ask customers a series of questions about their personality, hobbies, likes and dislikes and more. They will then recommend products based on the user’s answers. 

Welcome series: When a customer gets started, your business has the opportunity to introduce itself, share a bit of information about what your business does, attach links to interesting content, or share a coupon for new subscribers. This helps build a personal relationship right away.

Winback Campaigns: Creating ads specifically targeted to audiences from past Facebook Messenger interactions can help you winback previous customers. For example, knowing someone has an advanced musical skill level from a Messenger product recommendation quiz means an ad better tailored to their knowledge in music.

Post-Purchase series: Using an automated system like Facebook Messenger and SMS for order confirmations and shipping updates will ensure your customers are receiving the necessary information from your business to keep them satisfied with your customer service.

Automated customer support: Create an interactive frequently asked questions menu within Facebook Messenger, alongside AI smart responses for your Messenger bot to recognize and respond to immediately after a customer asks. 

All of these features help drive a personalized experience for your customer base, which in return will increase their loyalty to your brand. 

The Octane AI platform makes it very easy to set up the right Facebook Messenger and SMS automation for your Shopify store. 

But if you want to set everything up yourself, here’s a quick list to do it:

Or, you can book a demo with the Octane AI team directly to find out how you can start personalizing your conversational automation too!

Schedule Meeting

Good luck with personalizing your campaigns! You got this.

“Octane AI is the best Messenger platform that is available. You will not regret the decision to partner with them!” -Jay McArthur, owner of Live Love Gameday

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This article originally appeared in the OctaneAI blog and has been published here with permission.

About the author

Steve Hutt

Steve has entrepreneurship in his DNA. In the early days of online commerce, he achieved Power Seller status at eBay, which then propelled him to become a founding partner of VisionPros.com, a contact lens, and eyewear retailer. After a successful exit from his startup, he embarked on his next journey into agency work in e-commerce and digital strategy.

Currently, Steve is part of the Merchant Success Team at Shopify Plus, where he is a Strategic Advisor helping brands continue to grow and scale with the Shopify Commerce Platform.

To maintain a competitive edge and life of learning mantra, Steve also hosts and produces a top-rated weekly podcast show, eCommerce Fastlane, where he interviews Shopify partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, to help Shopify brands build and scale lifetime customer loyalty.