TheCultt shares how to increased sales, decreased response time, and raised customers’ loyalty.

Resale platform raises conversion by 37% using
an Instagram chatbot

Success story

conversion to purchase

+$37%

customer chats

+47%

cost per customer acquisition (CAC)

<$2

after launching Chatfuel automation

faster responses

raised consumers’ loyalty

TheCultt is a small and enthusiastic team that has a strong connection with its audience divided into two groups:

• sellers who shape the brand’s collection
• customers who come for an excellent consuming experience

The brand owners stand for reuse and support sustainable consumption, but they select only valuable accessories that are still fashionable. Shoppers often buy particular products and support people with identical values at the same time.

However, TheCultt had two main problems:

1. Communication with customers took too much time.
2. Lack of resources to launch new activities, but a lot of great ideas that could bring more leads.

Thought-of-customer service helps to reach the goals

COMPANY

TheCultt is a resale platform for buying premium secondhand accessories from luxury and niche brands.

INDUSTRIES

eCommerce, fashion

Challenge: routine took all the time for innovation and development

TheCultt's owners feared losing a personal touch in every customer message.

However, they decided to automate all routines to free up some resources and test something engaging and unique to generate more leads and sales.

Goal: automate welcome messages and answers to FAQs

First, TheCultt launched a contest without advertising. It brought almost 1,000 conversations per month and about 300 participants.

After the team decided to run ads and got exciting results:

• 450 people received a promo code
• 170 of them purchased within the first 3.5 months
• +47% to the existing number of conversations
• <$2 cost per customer acquisition (CAC)

Results: +$37 conversion to purchase, +47% customer chats, faster responses, and raised consumers’ loyalty

FEATURES USED

The team used a ready-made template to create a welcome message with the company's story, preventing customers from losing interest while waiting for a long answer

TheCultt set up answers to consumer comments about prices, availability, and goods' condition

'Our team put the idea into action, and the chatbot handles the activity on its own. Happy customers, no burnout team members — wow!'

— Tatyana Ermakova, co-owner of TheCultt

'Chatfuel offers many marketing solutions and testing hypotheses even with a limited budget.'

— Anna Avtaykina, co-owner of TheCultt

TheCultt created a welcome message with the company’s story to introduce the brand to new customers and keep them interested and engaged.

How TheCultt used Chatfuel

TheCultt set up automated answers to frequent customer questions about prices, availability, and goods condition.

Automating customer support

TheCultt tested their hypothesis by creating a video featuring two bags, one original, and one fake. Participants had to identify the original one and received a promo code upon submitting the correct answer.

Automating engagement and lead generation

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