Case Study

Aesop Chinese Social CRM Solution

Jun 04, 2021
A social CRM solution that enabled Chinese consumers to discover, experience and purchase Aesop.
Think China assisted Aesop to set up its official WeChat account, enabling users in China, Australia and New Zealand to discover, experience and purchase Aesop, and transformed target audiences into brand advocates.
Content Marketing
Think China created a hub for Chinese consumers in China, Australia and New Zealand to access product information, events, and value-added services.
Mini Program
Fully integrated with its WMS and CRM, Aesop started its own Chinese direct to consumer (D2C) WeChat Mini Program sales channel.
A seamless social retail experience
All-in-one e-commerce solution: UnifyXP online store.
THINK CHINA developed UnifyXP, a smart retail platform that offers a one-stop e-commerce solution - managing product listings, online payment, order fulfilment, customer service, and inventory management.
The Client
Aesop was established in Melbourne in 1987. Aesop’s objective has always been to formulate skin, hair and body care products of the finest quality, with efficacy and sensory pleasure in mind. In each of Aesop's unique stores, informed consultants are pleased to introduce the product range and guide clients' selections.
The Opportunity
UnifyXP helped Aesop Australia and New Zealand communicate with local markets offering a unified user experience across a custom WeChat Mini Program and mobile-compatible website. The e-commerce platform was tailored for mobile and accepted different payment methods to meet the users’ needs. It also incorporated product listings, payment, orders, as well as returns and refund management.
Our Approach
THINK CHINA set up the Aesop official WeChat account and specifically targeted audiences in Australia and New Zealand markets. Followers received two articles per month that introduced Aesop’s philosophy, products, as well as the brand’s premium in-store customer service experience. The Store Locator WeChat Mini Program was also available via the official Aesop WeChat account. It allowed users to locate nearby Aesop stores and helped connect online customers to offline retail channels.
Aesop's WeChat account enabledthe brand to communicate directly with target audiences in the WeChat ecosystem. It also offered an easy and convenient experience tailored to Chinese customers.
UnifyXP provided a seamless e-commerce solution across the WeChat Mini Program and mobile-compatible website (H5). The integrated solution allowed the brand to reach out to Chinese communities in multiple regions. THINK CHINA worked with the brand to manage product listings and seasonal promotions to boost online sales. THINK CHINA prepared creative and set up inventory in the backend. UnifyXP also provided customer service in various formats, including a chatbot and live chat, to ensure a superior customer experience.

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