Welcoming a newborn is a heartwarming celebration, often marked by the giving of thoughtful gifts. Riff Raff Baby, an Australian brand specialising in providing high-quality comfort toys, saw an opportunity to elevate these moments with Giftnote.

As Riff Raff’s order volume grew, their original process of handwritten gift messages became a time-consuming and inefficient task prone to human error. They used an app called Bold Product Options to capture the gift message from the product page and present it in the backend order details. It was a resource-heavy process, creating operational strain on their team.

The challenge was finding a modern, streamlined, and cost-effective replacement for this process that would maintain the personal touch that Riff Raff valued highly as a brand.

But what they didn’t anticipate was that resolving this challenge would open up a new revenue stream and unlock new customer engagement opportunities previously untapped.

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Enter Giftnote

Giftnote was introduced to Riff Raff as a viable alternative to their existing gift messaging process. 

On the decision to choose Giftnote: “When we did the maths of the cost per gift message vs the manual labour we were spending, it was a no-brainer to give Giftnote a try. We just needed to ensure it ticked all the boxes for customer experience.” — Natalee Buncle, Global eCommerce Manager Riff Raff

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Smooth Integration & Enhanced Delivery Tracking

We helped Riff Raff integrate Giftnote across their three Shopify stores in the UK, US, and Australia, all of which ship globally.

Riff Raff also needed Giftnote to integrate with several shipping carriers, including Australia Post, DHL Express, GO PEOPLE, UPS, USPS, DHL eCommerce, FedEx, and AxleHire. 

Natalee said the tracking process for deliveries has been flawless, and they’ve received no complaints about gift messages arriving at incorrect times. 

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According to Natalee, integrating Giftnote has been one of their most seamless store and process transitions.

“We appreciated the quick and simple onboarding process and the ability to integrate with our email partner Klaviyo to create a beautiful branded experience.” 

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Driving Incremental Revenue By Unlocking New Customer Engagement Opportunities

Giftnote's integration with Klaviyo, a vital customer communication tool for Riff Raff, has revolutionised its approach to gift-giving and customer engagement. By creating tailored communication flows for gift-givers and recipients, Riff Raff has accessed a previously untapped avenue of customer interaction.

Natalee said the beauty of this integration lies in its ability to transform gift recipients into potential subscribers and, ultimately, customers. This mechanism has not only diversified their audience but also significantly contributed to their Flow revenue.

“It's allowed us to have more powerful segmentation data points for our audience and has even contributed to our ongoing Flow revenue by having the opportunity to convert our gift recipients to subscribers or even customers.”

By presenting beautifully crafted, on-brand gift messages, Riff Raff can pique the curiosity of recipients, inviting them to explore the brand and opt into its marketing. The gift recipients fit perfectly within their target demographic of new mothers allowing them to offer valuable and relevant resources, sleep guides, and a product line that caters to the developmental needs of their babies.

This strategic conversion of gift recipients into subscribers has already driven incremental revenue (5% conversion rate) for the brand, setting the stage for further growth and customer retention. 

As Natalee said, "Our Flow revenue has grown, as the gift recipients are exactly the demographic we are targeting, so we can offer them a lot of value through relevant resources and our product line."

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Proactive Feature Updates to Boost Conversions

Natalee said Giftnote has been a ‘set and forget’ addition to their store, allowing Riff Raff to stay ahead of the curve, thanks to proactive communication about new features from Giftnote’s team. 

“The Giftnote team is always ahead, introducing the latest features before we even think to suggest them.”

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The next phase is integrating the Giftnote widget directly onto Riff Raff’s product page, to highlight their gifting service to customers before they add to cart. 

“We expect this to boost product conversions of our products for the gift-oriented shopper,” Natalee said.

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Giftnote’s Impact by Numbers

With Giftnote automating their gift messaging process, Riff Raff has taken their gifting game to the next level. Over the span of just 12 months, they've sent an impressive 3,303 Giftnotes, generating a solid 600% ROI on direct gifting revenue (gift recipients going on to make their first purchase). And from the orders gifted, they’ve seen a 25% increase in Average Order Value (AOV). 

Over half of these gift notes were ordered by first-time customers, sending a clear signal that Riff Raff has struck a chord with the gifting community, driving customer referrals and widening their customer base.

Even more exciting, Riff Raff identified new potential customers, accounting for a substantial 80% of gift recipients. It seems that once new parents receive their first Riff Raff gift, they're keen to keep the gifting cycle going for their friends.

They’ve also seen an encouraging 5% of gift recipients converted into Riff Raff customers. That's new parents jumping on the gifting bandwagon themselves, demonstrating Giftnote's role in boosting customer conversion and growth for Riff Raff. 

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Riff Raff’s Future with Giftnote

Giftnote has not only helped Riff Raff streamline operations but also unlock significant giftable revenue, creating a strong foundation for the brand's future growth. 

On recommending Giftnote Natalee said, "Absolutely, just try it, you have nothing to lose but learnings, and chances are you'll be surprised at your customers' adaptiveness to modern gift messages solutions like this."

Looking ahead, Riff Raff is set on expanding their successful gifting model to another facet of family life—the fur babies. With Riff Raff Pets, we have no doubt they’ll be able to replicate the same incredible results as they’ve done with Riff Raff, this time catering to proud pet parents. 

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Interested?

Book a demo with the Giftnote team today and you'll receive $20 credit and complimentary onboarding for referencing Riff Raff

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