How Copper Cow Coffee Uses Okendo Reviews to Educate its Customers and Steer Product Development
$31,105
coupon ROI in 2021
20.26%
review rate
Key takeaways
- 01 Accelerated review generation to leverage social proof.
- 02 High review rate to inform product development.
About
Founded by Debbie Wei Mullin in 2016, Copper Cow Coffee doesn’t just sell ordinary coffee — it offers a unique beverage experience. Copper Cow’s Vietnamese pour-over coffees are uniquely flavored and come with specialized filters, making it a go-to brand amongst coffee connoisseurs.
Challenges
- Although Copper Cow Coffee had a strong DTC presence, their products are distinctive in the broader coffee industry. They received lots of questions from American consumers about why Vietnamese coffee is different from other varieties.
- The brand knew that leveraging reviews would be one of the most effective ways to clarify its products’ value and simultaneously build a tight-knit community. The social proof and customer feedback in reviews would boost shopper confidence, drive conversions, and influence product development.
- The team used Shopify’s native reviews app but was unsatisfied with the lack of customizations and integrations.
“One of the most significant reasons we wanted to collect UGC is because Copper Cow Coffee can be a tricky product to understand. Vietnamese pour-over style coffee and sweetened milk creamers are popular in many Asian countries, but it’s newer to the U.S. market. We wanted to let our existing customers communicate how to use the product to curious shoppers for us.”
Kate Strollo
Director of Digital Marketing
Copper Cow Coffee
Solution: A Platform with Customizations and Robust Integrations
- With the help of Okendo, Copper Cow could collect a variety of UGC and display it at different touchpoints. To reduce customer service inquiries and guide product development, the team specifically asks for product attributes such as quality, strength, and taste in reviews.
- With the Okendo-Klaviyo integration, Copper Cow can ask for reviews at the right times. With review request email sequences, they can send emails automatically one to two weeks after a customer receives their order. The team offers rewards as an incentive, leading to more informative and practical UGC.
- To improve experiences, the brand asks customers who leave negative reviews what they can do to solve the issue. Okendo’s Zendesk integration allows Copper Cow to automatically generate a customer service ticket when they receive a review with 3 stars or fewer.
Results
- Copper Cow generated over $31K in revenue from coupons given to customers who left reviews.
- The brand experienced a 20.26% review rate by using the Okendo-Kalviyo integration for review requests.
“We live and die by Okendo’s Klaviyo integration. It plugs seamlessly into everything else and allows us to leverage Attributes in different kinds of marketing, glean data insight in the backend, and build logical audience segments.”
Kate Strollo
Director of Digital Marketing
Copper Cow Coffee
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