Case Study: COMFY boosts abandoned cart recovery turnover with GMS Viber messaging

Comfy - Customer Case Study

Comfy, a leading multi-channel retailer of household appliances and electronics in Ukraine, faced the common e-commerce challenge of abandoned online shopping carts. They wanted to move beyond relying solely on email for recovery reminders and sought to engage customers through their preferred communication channels. They approached the vendor, GMS, to implement a solution using Viber as an additional service.

GMS implemented a solution using its Viber service to send personalized abandoned cart reminders and promotional offers. This multi-channel strategy provided customers with a more convenient way to interact with Comfy. The results were significant: the Viber channel directly increased turnover by 10% within seven months and achieved a 30% higher open rate than traditional SMS, leading Comfy to adopt it for both online and offline promotions.

Comfy

Tatyana Vasilenko

Head of CRM