Challenge
Consumers expect seamless digital experiences with personalized recommendations. GoPuff needed a scalable engagement strategy to reach users across multiple regions and time zones.
GoPuff is an industry leader in instant commerce, delivering thousands of everyday products to customers within minutes. Whether it’s late-night cold medicine, a mid-dinner wine restock, or an afternoon ice cream treat, GoPuff ensures a seamless, reliable, and personalized shopping experience across the U.S. and U.K. To maintain engagement at scale, GoPuff partnered with Massive Rocket to enhance their customer communication strategy using Braze and Actionable.me
GoPuff launched an interactive "Spin the Wheel" campaign, encouraging customers to engage with the app to win exclusive prizes. Massive Rocket implemented an automated lifecycle communication strategy to remind users about their available spins, rewards, and purchase missions—driving engagement and increasing order volume.
Goal: Increase engagement and maximize revenue.
Result: Over 1 million orders placed through campaign participation.
Discover how we helped GoPuff drive engagement through Loyalty with Gamification.
To enhance GoPuff’s onboarding experience, Massive Rocket optimized the welcome journey by incorporating messaging that highlighted new loyalty initiatives. The revised journey introduced additional channels such as push notifications, in-app messages, and personalized banners.
Goal: Increase first-time purchases from new users.
Result: 40% conversion rate on the new welcome journey.
Recognizing the importance of securing a second purchase for long-term retention, GoPuff refined the customer journey with:
By integrating Massive Rocket’s specialized Braze team, GoPuff successfully expanded its customer engagement operations across markets, ensuring personalized interactions at scale.
With actionable.me's benchmarking capabilities, GoPuff leveraged real-time insights to improve email and campaign performance, making informed, strategic adjustments for sustained growth.
Enhancements to the welcome and second-purchase journeys resulted in substantial conversion improvements, strengthening customer retention and lifetime value.
