https://sleekflow.io/customer-stories/ledessert-use-case
Le Dessert is the number one online pâtisserie in Hong Kong that offers a selection of freshly made celebration cakes, desserts, snacks and cookies. Anyone with a sweet tooth can discover new items and collections on Instagram and order on ledessert.com or simply via WhatsApp. Le Dessert then delivers via its own fleet of dessert vans. Read to find out how the brand increases its online sales conversion rate through SleekFlow.
It is intuitive for any business in Hong Kong to display its WhatsApp number on various touchpoints, such as webpages, social media, and offline menus. For the founder of Le Dessert, the magnitude of growth in WhatsApp organic traffic has been a delightful surprise. “Customers are naturally inclined to order on WhatsApp rather than on the e-commerce site. At some point, the number of inquiries on WhatsApp quickly increased. I knew we needed a solution to amp up the customer interaction on a more powerful scale,” he said.
The brand started using the WhatsApp Business app but soon realized the WhatsApp Business message limit of 256 contacts per broadcast was inadequate to support its business growth. They had to replicate a broadcast several times to reach thousands of contacts. The manual process slowed down their projects.
At Le Dessert, customer experience not only involves delicious treats and friendly services but also extends the appeal through payment confirmation and delivery. The brand takes local customer orders and accepts payment through local bank transfers (i.e. Hong Kong’s instant bank-to-bank transfer platform - FPS) and digital wallets (i.e. Hong Kong’s local payment app - Payme) within WhatsApp. It is also the only pastry shop in Hong Kong to offer same-day cake delivery.
Combining convenience and great value, the online shop began to attract many overseas customers who wanted to send cakes as gifts for their local friends and family outside of Hong Kong. However, the checkout flow for this group of customers was not as smooth as for local buyers. There was no way to accept international credit card payment on WhatsApp Business app. The dessert concierge had to draft an order on Shopify and redirect the customer back to the website from WhatsApp to complete the transaction. Not only did these extra steps add layers of friction, but employee time was also wasted on repetitive tasks.
The beauty of conversational commerce is that it enables local businesses to have a global outreach. I knew that having the ability to accept credit card payment within WhatsApp and let the customer pay their way would be the gamechanger.
Julien de Préaumont
Founder of Le Dessert
Le Dessert now uses SleekFlow to connect with its WhatsApp Business API, Shopify, and Stripe accounts. Le Dessert has now converted its WhatsApp account into a one-stop shop where customers can discover new products, weigh multiple offerings, pay money and give feedback without ever leaving the instant messaging app.
Le Dessert uses SleekFlow to broadcast its one-of-a-kind dessert magazine to all of its WhatsApp contacts regularly. It is the most effective channel for new product announcements. People can order from the PDF on its website or simply by replying on WhatsApp.
SleekFlow’s solution is truly revolutionary because people don’t really read emails anymore. WhatsApp is really an untapped channel. The read rates and answer rates are much higher than emails.