Kreyol Essence brings the best of Haiti’s natural beauty secrets to the world, offering premium hair, scalp, skin, and body care products. The eco-friendly formulations are crafted from pure, natural ingredients like Haitian Black Castor Oil, specially designed to nourish dry, damaged hair and all hair types, and rejuvenate skin of every kind.
As a social enterprise, they’re deeply committed to creating jobs, empowering women, and protecting Haiti’s environment. Kreyol Essence has also made history as the first Haitian Brand sold at Ulta Beauty and Whole Foods Market nationwide.
The challenge: Increasing customer engagement while improving the shopping journey
Kreyol Essence wanted to connect with shoppers in a meaningful way and convert them into customers. They needed to engage them effectively without relying on generic messages or intrusive pop-ups. At the same time, they wanted to simplify the shopping experience.
To do this, they needed a tool that would help them learn from customer interactions and improve their strategy.
The solution: Personalized and data-driven campaigns with Convert
To achieve their marketing goals, Kreyol Essence turned to Gorgias Convert for help in creating more personalized customer experiences.
Launching highly personalized campaigns
Convert's flexible targeting features gave Kreyol Essence the ability to create personalized campaigns that resonated with customers by addressing their specific needs and preferences.
For instance, they used Convert to display welcome messages to visitors who had been browsing the collections page for more than five seconds, offering a warm welcome without disrupting the shopping experience.
Product recommendations were tailored based on the items a customer was viewing or had added to their cart. By aligning product suggestions with the customer’s preferences, these campaigns increased the likelihood of conversions and personalized the shopping experience.
Additionally, during Prime Day, Kreyol Essence launched exclusive offers, such as a free full-size co-wash for orders over $50. This campaign enticed shoppers who were not Amazon Prime members to make a purchase directly from Kreyol Essence’s store.
Leveraging data-driven insights to better understand customer needs
Kreyol Essence used Convert in conjunction with the Gorgias Helpdesk and Automate to gather valuable data on customer interactions, conversion rates, and campaign performance.
In having campaign performance synced with ticket and revenue data, the support team was able to identify which campaigns worked best and why.
One standout example was the S.O.S Serum Campaign, created after a surge of customer questions about how to use the product. The team transformed these insights into an educational campaign that answered common concerns. This also led to the creation of product bundles featuring the S.O.S Serum, which greatly helped to boost sales.
“A key strategy is aligning Convert with our marketing newsletters. By planning campaigns together, we ensure that the content customers receive in their emails is consistent with what they see on the Convert campaign on our website. This alignment helps guide customers through a seamless checkout process.”
— Maria Fernanda Lopez, Customer Service Manager, Kreyol Essence
Creating an educational and exceptional shopping journey
Educational campaigns became a key part of improving the shopping journey. By presenting valuable information alongside product images, Kreyol Essence empowered customers to make more confident, informed decisions. Customers no longer had to search for answers or feel uncertain during their purchase. This initiative also reduced return rates.
Most importantly, the campaigns led to uncomplicated shopping experiences by centralizing campaign placements in the website's chat area. Shoppers could continue browsing without disruption, while still receiving guidance whenever they needed it.
"Convert has been part of a core strategy for us. It allowed us to greet our customers like old friends and make personalized recommendations. It really mimics the in-store experience that is hard to replicate for ecommerce stores."
— Maria Fernanda Lopez, Customer Service Manager, Kreyol Essence
The results: 13% of revenue influenced by personalized campaigns
On peak days, their campaigns influenced 13% of total revenue.
The key to this success was Convert’s ability to use customer data to deliver highly targeted messages. Kreyol Essence used these data-driven insights to speak directly to individual needs, leading to an impressive 11.95% click-through rate. Customers found the content more relevant because it matched their interests.
As a result, Kreyol Essence achieved a strong 11.43% conversion rate.
"With Convert, we’ve not only improved our conversion rates but also created a seamless, personalized shopping experience that our customers love. It’s like having a personal assistant for each shopper. Thanks to Convert, we can interact with our customers and surface key information at the right time, turning clicks into connections."
— Maria Fernanda Lopez, Customer Service Manager, Kreyol Essence
Looking forward
Kreyol Essence is excited to continue launching impactful Gorgias Convert campaigns that focus on educational content, product safety, and innovative solutions, all designed to support both new and loyal customers. Committed to leveraging data to enhance the customer experience, the brand stays true to its mission of making a positive global impact.
Ready to see how Convert can drive customer engagement and boost your revenue? Book a demo today.
