GoPuff, a leader in instant commerce, delivers everyday essentials in minutes across the U.S. and U.K. To scale personalized customer engagement, they partnered with Massive Rocket to optimize communications using Braze, Segment and Actionable.me
Massive Rocket created a Braze-specialized team for GoPuff based across US & UK regions to compliment internal skills in order to enable the business to scale up and down on demand.
Together the teams enabled Gopuff to plan, execute and optimize large volumes of communications across regions as well as increase their effectiveness over time.
Campaign 1: Gamification Program
Gopuff recognized the remarkable success of their “Spin the Wheel” campaign, in which users are encouraged to Spin the Wheel on the Gopuff app and win exclusive prizes.
The team worked on the implementation of an automated lifecycle communications to remind customers about the available spins, prizes, coupons, and their purchase missions.
Campaign Goals: Drive users to participate in spinning the wheel in order to increase the volume of orders and maximize overall revenue.
Campaign 2: Welcome Journey Optimization
Gopuff aimed to optimize their existing Welcome lifecycle by incorporating messaging that highlighted their newest loyalty initiatives.
The team implemented a second optimized variant of the journey with updated messaging and introducing new channels to the flow: push messages, in-App messages and personalisation banners.
Campaign Goals: Increase the number of users to complete their first purchase.
Campaign 3: 2nd Purchase Journey Optimization
The Gopuff team wanted to improve the performance of their first order journey. A critical journey on the path to long term user retention.
The team deployed a number of strategies in order to refine the flow. These included personalized product offers based on previous purchases, customized Puff points content based on the customer status, addition of new channels and experimentation with new trigger points.
Campaign Goal: Increase the number of users to complete their second purchase.
