How Banoffee generates +25% of sales via WhatsApp in less than 6 months

WhatsApp is the most used communication channel for shops and eCommerce of all sizes. Learn how to take advantage of it and increase your sales in weeks like Banoffee.

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A conversation with
Ana, founder and CEO
🇪🇸 Barcelona, España
🛍️ Fashion | 🛒 eCommerce

Banoffee is a jewellery and personalised accessories brand that in 6 years has grown from a "lawyer's hobby" to a company with a turnover of more than €2Mn, 2 physical shops and 17 employees.

Together with Hoola, Banoffee has managed to incorporate WhatsApp in its strategy to offer a personalised service to its customers in an automated way, and generate more than 25% of sales.

🇪🇸 Barcelona, España
🛍️ Fashion | 🛒 eCommerce

👉 Automate support and sales flows on WhatsApp

👉 Create personalised WhatsApp campaigns

👉 Reinforce Email strategy with WhatsApp

🇪🇸 Barcelona, España
🛍️ Fashion | 🛒 eCommerce

Hey! Try Banoffee’s welcome flow here. Scan or click to continue

Before working with Hoola

Banoffee used the WhatsApp Business App to provide customer service, but it was very manual and with many limitations that did not allow them to make the channel profitable:

  • Manual management of all conversations
  • Impossible to make automated pre-sales, post-sales, etc. flows.
  • Lack of capacity to personalise and send WhatsApp campaigns at scale.

Our solution

Banoffee decided to set a target of turning over €25,000 per month in less than 3 months and to start collaborating with Hoola to implement WhatsApp in their strategy.

To achieve this ambitious goal, Banoffee implemented several initiatives:

1. Create automated WhatsApp flows.

The first thing we did with Banoffee was to implement WhatsApp flows to collect subscribers, automate customer service and reduce manual effort.

  • WhatsApp welcome flow
  • Post-sale order tracking
  • Abandoned cart and reactivation of customers.

2. Create the #BanoffeeClub for VIP customers only on WhatsApp.

WhatsApp is the perfect channel to create exclusive experiences and treat each customer in a personalised way, so we created a VIP Club with exclusive benefits:

  • Early access to exclusive products
  • Ability to help us choose which models to produce
  • Unique privileges and personalised offers for members only

3. Connect WhatsApp with email marketing strategy

The intention is never to replace or cannibalise, but to bring additional value. That's why with Banoffee we focus from the start on connecting WhatsApp and email strategy:

  • Launch WhatsApp campaigns to subscribers who don't open email.
  • Joint strategies for special events like BFCM
  • Using WhatsApp to capture personal information for customer segmentation

Banoffee's results

As Ana tells us, after working with us for 9 months WhatsApp is a fundamental part of Banoffee's strategy, and Hoola brings the ease of managing it easily and generating sales on autopilot, scaling the channel with less effort than ever before:

  • 90% of customer service via WhatsApp
  • +20,000 customers subscribed to the #BanoffeeClub on WhatsApp
  • 25% of sales generated by WhatsApp, with an ROI of 23x

"When we started we set an ambitious challenge to generate €25,000 per month through WhatsApp in the 3rd month and not only did we meet it, but we continue to grow month by month and in a very profitable way"

Ana, founder and CEO

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