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Petpetgo: Enhancing Customer Engagement and Doubling Purchase Frequency with Omnichannel Solution
Technology Category
- Analytics & Modeling - Real Time Analytics
- Networks & Connectivity - RFID
Applicable Industries
- Consumer Goods
- E-Commerce
Applicable Functions
- Procurement
- Sales & Marketing
Use Cases
- Behavior & Emotion Tracking
- Retail Store Automation
The Challenge
Petpetgo, a leading pet supplies eCommerce company in Taiwan, was facing challenges in generating new revenue due to the increasing cost of Facebook advertising and limited exposure from dynamic ads. The company was also struggling with low return on advertising spend (ROAS) due to the rising purchase price of marketing content. Additionally, Petpetgo's mass emailing strategy lacked a proper content strategy and user engagement tracking capabilities, resulting in low open rates. The company recognized the need for a solution that would help them understand their customers better, set up targeted personalized campaigns, and gain real-time insights to optimize campaigns and messaging in response to shifts in consumer behavior and trends.
About The Customer
Petpetgo is a top-charting pet supplies eCommerce company in Taiwan. Founded in 2016, the company started as an e-commerce store selling pet supplies and providing consulting services and product recommendations based on the unique needs of pet owners and their pets. In less than five years, Petpetgo became the largest e-commerce brand for pet supplies in Taiwan, offering a choice of more than 1000 brands online. In 2019, Petpetgo joined Wonder Pets Enterprises Corporation, enabling it to successfully incorporate as an online and offline full services operator in Taiwan.
The Solution
To improve its Customer Relationship Management (CRM), Petpetgo adopted an omnichannel customer engagement solution, Moments, and a comprehensive customer data platform (CDP), People CDP. Moments offered advanced personalization and automation capabilities, enabling Petpetgo to build targeted campaigns, optimize customer interactions, and deliver personalized messages via SMS and email. People CDP allowed Petpetgo to manage its customer and inventory database with two tracking attributes: customer attributes and product attributes. Using these insights, Petpetgo could send three types of personalized messages to specific customers: notifications, educational messages, and promotional messages. The company could also segment each customer based on specific attributes such as purchasing behavior and customer journey stage, allowing for personalized marketing content depending on the customer’s loyalty status and interests.
Operational Impact
Quantitative Benefit
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