Client Background
ShipMe is a leading air-freight shipping company specializing in courier services, helping customers send packages from Miami, USA, to Kingston, Jamaica. Known for reliability and speed, ShipMe faced a growing challenge: increasing customer sign-ups on their website while retaining existing customers long-term.
- Web Store
- Social Media
- Emails
- Paid Ads
- Customer Support
Challenges
- Ineffective Advertising: Poorly executed ad campaigns unintentionally turned potential customers away.
- Reputation Damage: Negative comments on social media tarnished public perception.
- Customer Support Delays: Slow response times from customer service hurt customer retention and satisfaction.
Solutions
- Targeted Advertising Campaigns:
- Developed data-driven ad campaigns on Facebook and Instagram to track and increase website sign-ups.
- Reputation Management:
- Shifted focus to positive brand storytelling with consistent, uplifting social media posts.
- Enhanced Customer Support:
- Hired a skilled customer support representative to handle social media and live chat support with faster response times.
- Revenue Recovery via an E-Store:
- Built an e-commerce store to sell abandoned packages and recoup lost revenue.
Solutions
- Targeted Advertising Campaigns:
- Developed data-driven ad campaigns on Facebook and Instagram to track and increase website sign-ups.
- Reputation Management:
- Shifted focus to positive brand storytelling with consistent, uplifting social media posts.
- Enhanced Customer Support:
- Hired a skilled customer support representative to handle social media and live chat support with faster response times.
- Revenue Recovery via an E-Store:
- Built an e-commerce store to sell abandoned packages and recoup lost revenue.
Results: A Game-Changing Transformation
ShipMe achieved remarkable success through this partnership, surpassing their initial goals:
Customer Growth:
- 8,337 new customer sign-ups through strategic ad targeting.
- 692 lifetime customers with an estimated lifetime value exceeding $580M Jamaican dollars over 5 years.
Reputation and Customer Support:
- 95% ticket close rate (up from 30%) within 3 months of implementing improved customer support systems.
- Significant boost in public approval and social media engagement.
Revenue Recovery:
- The e-store initiative generated additional income by successfully liquidating abandoned packages.
These measurable results demonstrated the power of a cohesive strategy focused on customer acquisition, retention, and brand building.
29
M+
Impressions
1.7
M+
Reach
8
K
New Customers
12
x
ROI
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