How One of Europe’s Leading Luxury Watch Brands Uses Dondy to Drive Revenue and Retention
- Dondy
- Mar 31
- 2 min read
A well-established luxury watch brand in Europe, known for its timeless design and craftsmanship, wanted to deepen its relationship with customers and improve post-purchase communication. While they prefer not to share their name publicly-so competitors don’t follow suit-they’ve shared their experience using Dondy to drive measurable results.
The Challenge
Before Dondy, customer communication was fragmented. Abandoned carts were a black hole, back-in-stock alerts were delayed or inconsistent, and marketing efforts weren’t reaching customers on the channels they actually use daily. The brand was also looking for a smoother way to integrate post-purchase messaging and customer win-back flows directly with Shopify.
The Dondy Integration
The team decided to test Dondy and quickly built out a complete communication setup over WhatsApp:
Welcome Messages: Every new customer who opts in receives a beautifully crafted WhatsApp message welcoming them to the brand.
Abandoned Cart Recovery: Within minutes of cart abandonment, customers get a reminder via WhatsApp with product images and a direct link to complete their purchase.
Order Fulfillment Notifications: Shipping confirmations and tracking updates are sent instantly.
Back in Stock Alerts:
Through Dondy’s integration with Klaviyo, customers are notified via WhatsApp the moment high-demand products are restocked.
Shopify Flow Integration: Automated win-back campaigns and tailored marketing flows are triggered directly through Shopify Flow.
Klaviyo & WhatsApp integration with Dondy
“Our team was impressed by how seamless the Dondy + Shopify Flow integration was. It gave us the power to build smart automations without touching code.”
Another important part of their setup is Dondy's AI-powered support tools. The brand uses Dondy’s AI assistant to help respond to common customer questionssuch as shipping times, product availability, and return policies-directly on WhatsApp. This allows their support team to focus on more complex cases while giving customers fast, accurate answers 24/7. It’s become a key part of delivering a high-end service experience that matches the quality of their products.
The Results
Since launching with Dondy, the brand reports a 15% uplift in total store revenue. The team credits this increase to faster communication, higher engagement rates, and improved customer experience.
They also noticed:
Over 95% open rates on WhatsApp messages
A significant drop in abandoned carts
Faster inventory turnover on back-in-stock items
And perhaps most importantly, customer support and marketing are now working together instead of in silos.
“It’s not just a marketing tool. Dondy gave us a direct line to our customers-one that feels personal, instant, and on-brand.”
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