Sincere
Success Story

Driving customers back to stores with WhatsApp messages and coupons

Name: Sincere
Industry: Retail
Function: WhatsApp Broadcast and coupons
Platform: WhatsApp Business Platform

Founded in 1900, Sincere has built a strong reputation as a trusted retailer in Hong Kong. In the 1930s and 40s, they operated one of the largest department stores in Shanghai. Today, their stores offer various high-quality products, from fashion and footwear to household goods, appliances, and gourmet food.

25%

click-through rate for coupons delivered via messages on WhatsApp*

72%

redemption rate for coupons delivered via messages on WhatsApp*

290X

return on ad spend*

*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.

Name: Sincere
Industry: Retail
Function: WhatsApp Broadcast and coupons
Platform: WhatsApp Business Platform

Founded in 1900, Sincere has built a strong reputation as a trusted retailer in Hong Kong. In the 1930s and 40s, they operated one of the largest department stores in Shanghai. Today, their stores offer various high-quality products, from fashion and footwear to household goods, appliances, and gourmet food.

The Goal

Re-engaging customers

Despite their long-standing success, Sincere faced a common challenge: how to bring back customers who hadn’t visited in a while and encourage repeat purchases from their most loyal shoppers. That’s where we stepped in.

The Solution

Targeted WhatsApp Promotions

As a traditional retailer, Sincere generates most of its sales in-store. Over the years, they built a robust customer database, including voluntarily collected phone numbers. We saw an opportunity to leverage this data through a personalized WhatsApp coupon campaign.

Here’s how it worked:

Customers received a WhatsApp message inviting them to claim a special coupon.
They could click “Redeem coupon” to generate a unique digital coupon code.
Based on their shopping history, they received either a HK$100 or HK$500 coupon.
To redeem, they simply showed the QR code at a Sincere retail location.

This strategy not only re-engaged dormant customers but also encouraged their most loyal shoppers to return for more purchases.

The Results

High redemption and ROAS

From October 1 to November 3, 2024, we closely monitored the campaign’s performance. The results were exceptional:

5% click-through rate for WhatsApp-delivered coupons
72% redemption rate—showing strong customer interest
290X return on ad spend, making it a highly cost-effective strategy

(Results are self-reported and may vary for other businesses.)

Using WhatsApp’s direct and personal approach, Sincere successfully reconnected with its customers and increased in-store sales while maximizing its marketing investment.
At Sanuker, we specialize in creating smart, conversational commerce solutions like this. If you’re looking for a way to re-engage customers, drive sales, and maximize your ad spend, let’s talk!

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Sincere’s success story was featured on the WhatsApp official page.

You can read it in full here.

What customers say

“With Sanuker’s help, we were able to leverage WhatsApp’s innovative message broadcasting solution based on our pre-existing customer segments, which helped us to reconnect with our dormant and VIP customers in an engaging and impactful way. The seamless integration of this online-to-offline campaign significantly boosted foot traffic to our stores and achieved impressive results. We highly recommend WhatsApp as a powerful tool for reconnecting with your customers.”

David Li

Marketing Manager, The Sincere Company Limited