How Cutisora uses Viber to build closer customer relationships
3.2
21%
17%
Higher opening rate of Viber compared to email
Cart Recovery Rate
Increase in AOV
Challenge:
Cutisora struggled to create direct, high-engagement communication with shoppers throughout their buying journey. As a cosmetics brand, their customers often needed personalized guidance on shade matching, skin type compatibility, and product routines — but there was no real-time, interactive channel to support that.
Without an easy way to speak with customers, Cutisora faced:
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low visibility on product launches and promotions,
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difficulty re-engaging shoppers who abandoned their carts,
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limited opportunities to increase order value through tailored recommendations
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lack of personalized interaction that builds trust, especially for first-time buyers.
To improve conversion, recover lost carts, and drive higher average order values, Cutisora needed a direct conversational channel where shoppers could instantly engage with the brand and receive the personalized support they expect from a cosmetics retailer.
Goals:
Increase message visibility and engagement by using a conversational channel with significantly higher open and interaction rates than traditional outreach methods.
Recover more abandoned carts by reconnecting with shoppers in real time and guiding them back to checkout with personalized support.
Boost Average Order Value (AOV) through tailored product recommendations, bundle suggestions, and routine-building conversations.
Create a direct line of communication that allows shoppers to quickly ask questions, get product guidance, and feel confident in their purchase decisions.
Shorten the path to purchase by removing friction and providing immediate answers to shade, ingredient, and skin-type questions.
Strengthen customer relationships by delivering a more personalized and interactive shopping experience that leads to repeat purchases.
84% message open rate on Viber, with over half of users engaging with at least one interactive prompt within the first 24 hours.
21% cart recovery rate, driven by personalized reminders and quick-answer conversations that reduced decision friction at checkout.
17% increase in Average Order Value (AOV) as shoppers received tailored product recommendations and complementary routine suggestions directly in the conversational flow.
3.4× higher engagement on conversational messages compared with previous outreach methods, resulting in more consistent visibility for new product launches and promotions.
14% uplift in repeat purchases within the first 60 days, supported by ongoing conversational touchpoints and personalized follow-up sequences.
Results:
How we did it:
Built a high-engagement conversational channel on Viber
We created an interactive messaging experience designed for fast engagement and high visibility. This included branded templates, product carousels, and interactive prompts that guided shoppers through the buying journey.
Implemented personalized product recommendation flows
Using simple quiz-style questions, we helped shoppers find the right shade, routine, or product combination. These recommendations reduced hesitation and increased both conversions and AOV.
Added real-time support for common purchase blockers
We structured conversation paths to instantly answer the most frequent questions around shade matching, ingredients, skin type, and product compatibility. This eliminated friction and sped up checkout decisions.
Built a smart cart recovery sequence
When a shopper abandoned their cart, we sent a personalized message that detected the product in their cart, offered quick support, and guided them back to checkout. This approach lifted the recovery rate significantly.
Optimized promotional and launch messages for visibility
For new products, limited offers, or restocks, we used high-performing messaging formats that maximized open rates and encouraged immediate interaction.
Set up automated follow-up flows to drive repeat purchases
After a customer purchased, we sent timed, conversational re-engagement messages that offered complementary products, routine builders, and reorder reminders—boosting long-term retention.
WAVO
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Emil De Laveleye 11
Street, Plovdiv,
Bulgaria