How Timex Scaled D2C Growth on WhatsApp with LimeChat

Timex, a globally recognized watch brand known for its timeless designs and innovative craftsmanship, has built a strong presence in India by catering to diverse customer segments across various price points. As part of its digital transformation, Timex aimed to leverage WhatsApp as a high-engagement channel for personalized marketing, automated support, and revenue growth. To bring this vision to life, Timex partnered with LimeChat.

The Need

With a growing customer base and a maturing D2C strategy, Timex identified four core objectives:

1. Scale Personalized Marketing: Capitalize on WhatsApp’s high open rates and conversational nature to drive targeted engagement.
2. Accelerate Revenue Growth: Tap into WhatsApp as a new revenue channel through tailored campaigns and automated flows.
3. Reduce Support Overload: A rising number of inbound queries around order tracking, delivery, and discounts put pressure on support teams.
4. Automate Customer Support: Enable fast, consistent, 24/7 customer service without scaling the support headcount.

LimeChat x Timex: WhatsApp Marketing & Support Strategy

Timex collaborated closely with LimeChat’s Customer Success team to co-create a high-impact strategy. CSM helped the Timex team align campaign goals with business outcomes and manage different aspects, including segmentation, template selection, automation design, and performance tracking.

1. Hyper-targeted WhatsApp Broadcasts

The initial step involved enhancing the relevance and effectiveness of marketing broadcasts by identifying high-converting customer segments. This segmentation focused on customer behavior and purchase patterns.

Key Segments Targeted:

• Frequent Buyers: Customers who had made 3 or more purchases in the past year.
• Discount Buyers: Shoppers who utilized discounts for their purchases within the last year.
• Abandoned Cart Users: Identified through Shopify integration, these users initiated the checkout process but did not complete an order in the past three months.

Smart Template Mapping

Drawing on insights from previous campaigns and industry benchmarks, high-performing message templates were selected for each segment. The messaging was tailored with product recommendations, customer names, and urgency triggers to enhance conversion rates.

Result: The Women’s Day campaign was a standout—sent to 7,000 users and generating over ₹1 lakh in revenue, delivering an exceptional ROAS of 17x.

2. Automated WhatsApp Journeys

To drive continuous engagement and increase website conversions, LimeChat enabled multiple automation flows on WhatsApp for Timex:

Abandoned Checkout Recovery

Using Shopify data, personalized messages were sent to customers who abandoned their carts. These messages included:

• The customer’s name
• Specific products they left in the cart
• A dynamic call-to-action, encouraging them to complete their purchase

Drop-off Visitor Campaigns

Using LimeChat’s integration with Nitro, Timex could identify anonymous website visitors who left the site without completing an action. They retargeted these visitors with personalized campaigns tailored to how far they went in the shopping journey (such as those who viewed a product or added items to their cart).

3. COD Confirmation Flow

Timex deals with high-value items, and when customers opt for COD, the risk of RTO increases. To address this, LimeChat initiated a COD confirmation campaign on WhatsApp, where customers received a message prompting them to confirm their order before shipping.

Impact: The campaign achieved an impressive 80% response rate, significantly reducing losses related to RTO.

4. Fully Automated Support with Level 3 AI Bot

Customer support was another area of transformation. With a growing D2C presence, Timex was receiving high volumes of queries related to:

• Order status
• Shipping timelines
• Returns and refunds

To enhance the overall CX, Timex was looking to make their support more proactive.

Support Highlights:

• Proactive Notifications: Customers receive automatic updates on order confirmations, dispatches, and delivery status via WhatsApp, minimizing their need to contact support.
• AI-Powered Query Resolution: LimeChat’s Level 3 AI bot efficiently manages incoming queries on WhatsApp, ensuring that no human agents are required.

These improvements streamlined the customer experience, reduced manual effort, and provided instant responses around the clock.

5. Conversational Commerce on WhatsApp

In addition to marketing and support, LimeChat facilitated a lightweight commerce experience for Timex directly on WhatsApp.

• Customers could easily browse collections, check product details, and complete purchases all within the chat interface.
• This streamlined pre-purchase experience significantly reduced friction in the buyer's journey.

Result: The WhatsApp storefront saw a 1.14% conversion rate, showing promising early traction.

Results

• The Women’s Day campaign achieved a remarkable 17x return on ad spend (ROAS) through personalized WhatsApp broadcasts.
• Timex generated ₹5,00,000 in revenue from LimeChat-powered WhatsApp marketing in a single month.
• The COD confirmation flow saw an impressive 80% customer reply rate, significantly reducing return-to-origin (RTO) losses.