Over three months of implementation, INNISFREE’s sampling campaign on Zalo delivered significant results: 40,000 interactions, a 50% growth in Zalo OA followers, and an in-store sample redemption rate of 18.3%.
INNISFREE is a renowned Korean beauty brand built on the philosophy of natural beauty and environmental sustainability. Established in 2000, INNISFREE was the first Korean brand to utilize natural ingredients sourced from Jeju Island—a region celebrated for its pristine environment and rich natural resources.
Challenges
Despite significant investments in marketing, INNISFREE faced difficulties in connecting with customers, particularly Gen Z who are known for their love of experiences and enthusiasm for exploring new product lines.
One of INNISFREE’s standout products recently is Vitamin C. INNISFREE needed an effective strategy to boost brand awareness for the Vitamin C product line while enabling users to easily experience the product and understand its key benefits.
INNISFREE implemented a sampling campaign on Zalo to optimize the distribution process for its Vitamin C product samples. The campaign was designed to achieve 2 main objectives:
- Reach potential customers and encourage them to try the product, thereby communicating the benefits of Vitamin C for skin health.
- Measure the effectiveness of the online-to-offline (O2O) strategy and gather additional customer data from the campaign. This data would help improve customer service, enhance user engagement, and strengthen future marketing campaigns.
O2O Sampling on Zalo
In a market where consumers increasingly expect more value from their interactions with brands, sampling must go beyond simply delivering product samples. The O2O sampling solution on Zalo enabled INNISFREE to directly reach target customers with identifiable data, upgrade and expand the sampling process from online to offline channels, and enhance user experience through interactive engagement scenarios.
INNISFREE Implements Sampling Campaign with Surveys on Zalo
By combining product sampling with surveys and registration forms on this platform, INNISFREE successfully collected identifiable customer data. This valuable information served as a foundation for developing personalized customer care strategies and enhancing future marketing campaigns.
Leveraging potential customers from Facebook, INNISFREE redirected users to complete surveys on Zalo platform. This approach not only increased Zalo OA followers – a highly effective interaction channel but also helped optimize customer care costs and enabled businesses to reconnect with existing customers, achieving higher conversion rates.
- Customers could easily open the survey form, quickly fill in their personal details (auto-filled for convenience), and answer simple questions.
- Upon completion, they received a voucher code for the INNISFREE Vitamin C Green Tea Enzyme Brightening Serum trial kit (valued at 100K) along with a list of nearby offline stores where the samples could be redeemed.
- By presenting the voucher code to staff at their nearest store, customers could instantly receive the latest product samples from INNISFREE.
Additionally, with support from the Mini App Pango Connect, INNISFREE could recommend the nearest store locations for each customer, ensuring maximum convenience for sample redemption. This feature not only enhanced customer satisfaction but also encouraged in-store visits, increasing conversion rates and creating deeper engagement between the brand and its consumers.
Sampling through Zalo also provided high accuracy in measuring campaign performance, allowing INNISFREE to closely monitor each step of the customer journey from app engagement, survey completion, to sample redemption. These metrics were delivered in real time through PangoCDP.
PangoCDP helped INNISFREE optimize costs by consolidating all customer data into a single unified platform. With consistent and easily accessible data, INNISFREE was able to conduct in-depth analysis of user behavior, preferences, and needs. Leveraging these insights, the brand could build more effective retargeting and personalized marketing strategies without investing in additional fragmented systems or complex resources. This approach not only reduced costs for data analysis and management but also enhanced the accuracy of marketing strategies, improving conversion rates for future campaigns.
Results
After three months of implementation, INNISFREE’s sampling campaign with PangoCDP delivered impressive outcomes:
- Nearly 40,000 interactions were recorded, demonstrating the campaign’s strong appeal and its effectiveness in reaching target customers.
- 50% increase in Zalo OA followers, enabling INNISFREE to maintain customer engagement at a lower cost.
- 18.3% in-store sample redemption rate, reflecting a high level of customer commitment and genuine interest as they transitioned from online interaction to in-store experiences.
- The collected data played a crucial role in providing valuable insights, giving INNISFREE’s marketing team a solid foundation to plan future campaigns that optimize conversion rates and enhance user experience.
This collaboration not only increased product awareness for INNISFREE but also established a systematic process for effectively reaching and nurturing customers in the long term.
