June 2018 - June 2019

Rituals, a name synonymous with wellness and balance, has made a lasting impression on lovers of luxurious self-care since its inception. With an extensive range of products, Rituals invites you to embrace your senses and enjoy a better, more balanced lifestyle.

The Art of Soulful Living

The challenge

They are all around us, every day: but in our busy lives, we often overlook small moments of happiness. Rituals believes it is important to enjoy the little things in life. That is why they created The Art of Soulful Living, a compass to help you balance your body, mind, and spirit. Through simple routines and small habits, they hope to bring a little more positivity, peace, and happiness into your daily life. Rituals offers an extensive range of luxury bath and body products, scented candles, teas, and casual wear with a story. 

Rituals’ ambition was to bring the same brand experience of its stores to online. It wanted to sell products via chat platforms such as Messenger and WhatsApp, better known as Social Commerce. The customer’s in-store experience had to be central. How do you describe fragrances to a customer in a chat message? Through photos and videos? Or with words alone? And how can you persuade customers to buy products through a Messenger or WhatsApp conversation? These were some of the challenges facing Rituals.  

Enter RIFF!  

At RIFF, we don’t shy away from challenges. As Pippi Longstocking once said, ‘‘I’ve never done it before, so I think I can do it”. Together with Rituals, we put together an enthusiastic and eager-to-learn team to take on this challenge. Working closely with Salesforce and Rituals, the pilot of the social commerce platform proved to be a remarkable success. Our engagement specialists played a key role in this. 

The approach   

We needed to develop a completely new way of working. Live chat, where customers could add products to a shopping basket and checkout via a payment link, was something we had never done before. We ended up building an online sales platform within Salesforce. We also supported Rituals’ customer service department with chat and email.  

We introduced an innovative way of engaging with customers. Selling products over Messenger and WhatsApp, a concept that was new to both RIFF and consumers.  

Our approach led not only to increased sales, but also to a closer relationship with customers. We saw an increase in customer satisfaction, positive feedback and repeat purchases, supporting Rituals in their mission of online positivity and tranquillity.

Crafting Digital Wellness Experiences The result

Our efforts paid off. Not only did we sell a lot of products through chat platforms, but we also created a deep connection with customers. Customer satisfaction increased significantly, resulting in positive feedback and repeat purchases.  

Our shared commitment to promoting positivity, peace and happiness helped Rituals fulfil its mission and provide an enriching experience for its customers. 

Do you have any questions?

Or are you curious about what digital expertise with the right human touch  can mean for your organization, customers and results?

Please contact us.