Increasing Review Generation & Improving Customer Experiences Through SMS

Scotch Porter is a grooming brand offering affordable luxury to men chasing that “fresh from the barber” high. With a strong focus on natural ingredients and multi-functional products that meet (and exceed) everyday expectations, Scotch Porter has built up a strong following of dedicated customers who love the brand’s empathetic approach to hair and skincare.

• As an established DTC brand, Scotch Porter’s reputation is built on a deep understanding of what its customers want from their daily grooming products.
• By utilizing Okendo’s product & customer attributes and UGC generation tools, Scotch Porter was able to use customer feedback in reviews to deliver an exceptional customer experience on-site.
• Seeing the uplift in conversion rates that customer reviews & UGC brought to the business, Scotch Porter’s agency Lunar Solar Group, was keen to amplify their review generation strategy even further with SMS.

• Using the Okendo-Postscript integration, Scotch Porter was able to send review requests via SMS, reaching opted-in shoppers on their preferred communication channel.
• Thanks to Okendo Sequences, Lunar Solar Group was able to quickly build a multi-step, multi-channel review request automation that optimizes each customer’s communication preferences.
• Customers who had opted into SMS communications were sent a review request message through Postscript 14 days after order fulfillment. If left unanswered, a reminder SMS was sent 7 days later.
• Meanwhile, customers who had not given permission for SMS were contacted via email, at these same intervals.

• Within only 30 days of implementing Okendo-Postscript, Scotch Porter saw a 12% increase in review generation.
• The review generation rate for requests sent via SMS was 1.3x higher than those sent via email.
• Through the Okendo-Postscript Integration, Scotch Porter now has a collection of valuable customer reviews & UGC to leverage throughout their site to connect deeper with customers, uphold their stellar customer experience, and drive conversion rates.