How Legacy Artisan achieved 68% growth in qualified leads through a conversational sales solution

Legacy Artisan, a distinguished luxury watch retailer in Hong Kong's K11 Atelier Victoria Dockside, helps clients celebrate and commemorate life's milestones through exceptional timepieces.

As an authorized dealer for prestigious brands like Richard Mille, Patek Philippe, Audemars Piguet, and Rolex, they combine the elegance of their 270-degree harbor view showroom with modern digital engagement to create memorable purchasing experiences.

The business challenges 

Legacy Artisan's commitment to providing timely, personalized communications for their distinguished clientele led them to adopt an online-to-offline (O2O) approach – combining online consultations with in-store experiences. This model lets customers explore and inquire about timepieces digitally before scheduling personal showroom visits.

Initially, Legacy Artisan faced two key challenges in managing their diverse clientele. First, different customer groups had varying preferences for communication platforms: mainland Chinese customers preferred WeChat, while local and international clients used Messenger or WhatsApp. As the company expanded its online presence to more social channels, the timepiece specialist team found it challenging to monitor and respond promptly to messages across various platforms.

Second, customer conversations were scattered across multiple platforms, making it difficult to track interaction history or maintain comprehensive customer profiles. This fragmentation limited their ability to provide personalized service, especially for remarketing.

SleekFlow solutions for luxury retailers

Legacy Artisan implemented SleekFlow to streamline their customer communications through three key components.

1. Unified communication hub

SleekFlow consolidated six messaging channels, including WhatsApp, Instagram, Facebook, WeChat, Line, and Telegram, into a single platform. This integration allows over ten timepiece specialists to manage all customer conversations from one inbox, with full access to customer interaction history.

The unified platform ensures consistent brand voice across all channels while enabling efficient team collaboration. Timepiece specialists can seamlessly handle inquiries and maintain service quality without switching between multiple apps.

2. Social media lead generation and conversion

With SleekFlow, Legacy Artisan creates a direct bridge between social media engagement and personal conversations. When customers interact with Facebook or Instagram posts, click-to-chat CTAs connect them directly to WhatsApp or Messenger. SleekFlow automatically routes these chats to specialists based on their watch brand expertise. 

For customers who prefer commenting on posts, automated DM responses gather initial information and guide them to private conversations where specialists can provide personalized service. This systematic approach ensures no potential customer inquiry goes unnoticed.

SleekFlow's automation quickly categorizes customer needs and assigns the right timepiece specialists for assistance. It keeps complete chat records and labels customer interests, enabling our specialists to provide a personalized shopping experience for our valued clients easily.

Kelvin Lee

Managing Director of Legacy Artisan

3. Strategic customer profiling and remarketing

Through SleekFlow’s labeling feature, timepiece specialists record customer preferences and interests during conversations, building detailed profiles that inform future interactions. This data powers targeted event invitations and personalized promotional broadcast campaigns, ensuring communications remain relevant to each customer's interests. The system helps maintain the personal touch essential in luxury retail while scaling personalized service efficiently.

SleekFlow's analytics help us track conversion metrics, enabling us to continually enhance the effectiveness of our promotional campaigns, which drives our company's sales.

Kelvin Lee

Managing Director of Legacy Artisan

Results

After one year with SleekFlow, Legacy Artisan transformed their digital customer engagement. By Q3 2024, new customer inquiries increased by 52.3% from the previous quarter, showing strong growth in brand engagement. Even more significant was the 68.4% rise in qualified leads – where inquiries converted into in-depth discussions about specific timepieces, leading to detailed customer profiles and stronger client relationships.