Hook & Hold

BACKGROUND

Please describe your company and your position there.

I run a small but mighty apparel brand based in the US. We have a few retail stores and have products distributed across the US domestically.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Hook & Hold, and what were your goals?

Establish whether IG and Messenger are channels that work for us, test out a couple of campaigns and see at least 3X the investment.

SOLUTION

How did you select this vendor and what were the deciding factors?

I knew chat was coming but didn’t have the bandwidth or knowledge internally to get a chat system set up properly. I dabbled in it myself, kind of set it and forget it, but it requires someone who’s dedicated to it and could advise us on strategy and functionality.

Describe the scope of work in detail, including the project steps, key deliverables, and marking tools used.

We had our first chatbot version launched within 10 days which was a pretty fast turnaround. It was essentially the same bot/flow across both IG and Messenger, and it was based on an evergreen funnel we’ve run in another channel so we figured it’d be a good start. It was a lead gen funnel, segmentation, integration with Activecampaign and Shopify, + FAQ and handover to our support team. We also did used Sponsored messages for our X-mas campaign.

How many resources from the vendor's team worked with you, and what were their positions?

I dealt mainly with Malin, although she brought a team member in for implementing the analytics.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

So far we’ve added an extra 8% to the bottom line from IG and Messenger combined. 15% more email subscribers per month. On the support side we now reply to customers immediately via chat, rather than +24hrs(+48hrs over the weekend) which is what it was when they replied manually. I’d say the chatbot takes care of 30% of the usual support requests.

How effective was the workflow between your team and theirs?

Good, Malin is a fluff-free communicator.

What did you find most impressive or unique about this company?

The speed and the high quality. You could tell they go the extra mile, and they also know their stuff when it comes to chatbots.

Are there any areas for improvement or something they could have done differently?

There were some issues with tracking which got sorted within a few hours.