How this Dubai-based women's styling solution company transformed client journeys with SleekFlow automation

Wear That, a forward-thinking fashion company in the UAE offers personalized styling services with curated boxes of stylish clothing and accessories delivered directly to clients' doorsteps. They provide a "pay for what you love" service, where new clients sign up on their website and pay a one-time AED 105 sign-up fee to receive a box of handpicked items. Clients can try the items, keep what they like, and return the rest with free shipping.

Discover how they automated their client journey on WhatsApp, from sign-up to delivery, using SleekFlow.

Challenges faced by Wear That

Manual client onboarding

Each Wear That box is tailored based on individual style preferences, size, and budget. The previous manual onboarding process involved using Intercom for client engagement, where new sign-ups had to be manually added. Client service agents would send introductory videos and ask key questions before connecting clients with their stylists via WhatsApp. This process was time-consuming and prone to delays, impacting the goal of a 24-hour turnaround for new sign-ups.

Difficult in client segmentation

Wear That targets women who value fashion and convenience, so effective segmentation based on shopping behaviors and feedback is crucial for providing great service. However, this was difficult with Intercom. The inability to send WhatsApp broadcasts directly through Intercom and the need to use Twilio, which did not support video attachments, restricted their engagement capabilities. Additionally, scattered data across different platforms made retargeting based on insights from WhatsApp conversations challenging.

SleekFlow’s solutions for Wear That

1. Unifying client communications across stages on one platform with system integration

Wear That now connects its stylists, logistics, and retention teams with clients through SleekFlow. Team managers can oversee the entire process, ensuring every step is taken to provide a personalized experience. This cohesive approach keeps any team member informed and ready to assist clients—whether they have questions about styling, delivery, or payment—all within a single chat room.

By integrating SleekFlow with their backend system using webhooks and HTTPS requests through the Flow Builder, they activate their data to create WhatsApp automation and sync meaningful interactions to their internal database - all throughout the styling journey.

2. Automating onboarding for efficient client registration

Once clients sign up and complete the style quiz on the Wear That’s website; they will be added to SleekFlow. This triggers a series of automated questions to fill any gaps in the information provided, such as requesting photos of clients' preferred and current looks. This pre-profiling process ensures that stylists have all the necessary information to style a box for the client promptly.

3. Enhancing stylist connections via WhatsApp

The styling team, consisting of about 30 members, reviews each client’s profile, selects the best stylist match, and connects them via WhatsApp. On SleekFlow, stylists receive notifications about their assigned chats, introduce themselves, learn more about clients' preferences, and prepare a curated box of looks. They can also share videos showcasing the selected pieces directly through SleekFlow.

4. Providing automated updates and gathering feedback

Clients receive automated WhatsApp notifications at each stage of their box's journey, including when it’s ready to schedule, out for delivery, and expected to arrive. After delivery, clients have a 3-day try-on period to pay for the items they love and easily return the rest via the website. The team then sends automated WhatsApp surveys to understand clients’ choices and gather feedback on their experience.

5. Streamlining invoicing with Zoho inventory webhook connection

Wear That uses Zoho Inventory to manage stock and after-sales processes. When clients confirm the pieces they would like to buy, an automated message in SleekFlow, triggered by a Zoho Inventory webhook sends an invoice PDF to the client. This automation enhances operational efficiency and improves the client experience by providing a hassle-free billing process.

6. Enhancing client segmentation and retargeting strategies

With a highly diverse client base, Wear That wins clients' hearts by carefully crafting strategies tailored to their unique needs—whether it's recommending the right fashion collections or personalizing follow-up details.

Clients are generally segmented into fashion enthusiasts, time-constrained clients, and help seekers. SleekFlow's labels are automatically applied to contacts based on past interactions and purchase history. For every promotional or retargeting campaign, Wear That thoughtfully selects the audience and creates genuinely relevant and engaging broadcast messages. For instance, during sales, they target clients who have shown previous interest, while thoughtfully excluding modest clients from unrelated promotions.

With a deeper understanding of their client's needs since using SleekFlow, they have improved retargeting strategies, resulting in 21% more box requests.

About Wear That

Wear That is a luxury service for everyday girls offering a completely stress-free shopping experience by combining the expertise of our personal stylists with data science and technology to curate boxes of looks customized to each client that comes our way. Founded in 2018 by Heidi Shara, Wear That has used this model to transform the way all women find pieces they love to ensure that every client looks, and, more importantly, feels amazing!