Success Stories
Justuno + Malomo Power Combo
The ultimate scenario to come from the power couple of Justuno + Malomo is the cleanest and smoothest UX update for the post-purchase experience. When you create a branded tracking page and incorporate personalization tactics like seasonal styles, social channels, and product recommendations, you get the optimal chance to funnel customers into your top communication channels. The merchant approached their branded tracking page from a “mobile-first” perspective to create a minimalistic pop-up to gather more SMS opt-ins. They did this with a simple and trackable design that included the basics of a CTA to open the visitors’ texting app, known as tap-to-text, and a simple in-page view to make sure the opt-in looked native to the page. By setting up a unique tracking page, they opened the door to customization and increased brand engagement with the right channel opt-in at the right time. With the mindset of not letting any opportunity to engage with a visitor go to waste, the merchant proactively triggers their second SMS opt-in attempt (in one session) across two, top visited post-purchase pages: Their tracking page shows strong visit numbers with page views ranging from one to eight with an overall average of two page views per customer. Averaging 2 page views per customer. Once a customer reaches these important pages, they are served a single CTA, in-page design, that is subtle enough to fit in but intriguing enough to engage because of the copy used – “Real-time shipping updates on your next order!”. With the post-purchase experiences under a microscope in the digital/social world of today, it is important to give your customers ways to stay in touch with you. Whether that’s email, SMS, or via your app! Noah Rahimzadeh, Head of Partnerships, Malomo Mobile customers delivered a 121.5% increase in SMS tap-to-text engagement from the mobile design alone. With only a one-click action, the design was entirely created with the sole intent of increasing engagement. The incentive for customers to opt-in to receive text messages was access to a channel that would keep them up to date on their order with real-time updates. After a year, this perfectly placed SMS pop-up has delivered a 22.57% increase in post-purchase engagement, allowing for more 1×1 conversations with their customers. The brand funneled these new subscribers into the correct SMS list by including a specific keyword in their opt-in language. Note: SMS providers differ in their keywords and formatting. This SMS opt-in is a permanent part of the brand’s confirmation and order tracking pages, so all customers will see this design. We call this an “always showing” strategy—meaning it’s available at all times during this specific part of the customer journey (AKA post-purchase). One important caveat to that is there are targeting rules in place to keep existing SMS subscribers from seeing the opt-in again. While a small detail, it’s huge for personalization, reducing clutter, and overall providing a better CX. Miranda Galindo, Manager of Customer Success, Justuno Get a personalized demo of how Justuno + Malomo can brand and optimize your order confirmation & tracking pages.
The Solution
Learn more about the other types of Justuno pop-ups you can add to your post-purchase experience:
