How Did BitterLiebe Do It?
BitterLiebe treats WhatsApp as a fixed part of the customer journey. The channel covers campaigns, automated flows and support. The real lever is how these pieces work together. Service messages bring customers into the channel. Flows guide them before and after the purchase. Campaigns and launches put new products and offers straight onto their phones.
Step 1: Growing the Contact List
BitterLiebe has a dedicated WhatsApp page on bitterliebe.com. It promises exclusive deals, news on product launches and fast support. When signing up, customers choose their preferences and from then on mostly get the topics they care about. One tap on the button opens WhatsApp with a pre-filled message to BitterLiebe.
The second route runs through customer service. BitterLiebe sends order tracking via WhatsApp. Anyone following their order in the chat is already in touch with the brand. That makes order tracking one of the most important sources of new subscribers. Today the list counts around 90,000 contacts.
Step 2: Flows Running in the Background
Automated flows keep the channel running. New subscribers get a welcome flow. If someone abandons checkout, a cart recovery flow reminds them of their open order. Once the order is placed, post-purchase messaging takes over. The order data comes straight from Shopify.
When a customer replies to a message or asks a question, it lands in Zendesk as a ticket. The service team answers from the same number in the same chat.
Step 3: Exclusive Offers During Bitter Month
An earlier campaign shows how well exclusivity works on WhatsApp. During Bitter Month, WhatsApp subscribers got discounts that were only available in this channel. The offers were time-limited and landed right on the lock screen. The campaign hit an 85.4% open rate, a 15.6% click rate and a 13.9x return on WhatsApp spend.
Step 4: The Latest Launch of the 3-in-1 Darm-Komplex
The most recent campaign takes things a step further. For a long time, launches were a weak spot for BitterLiebe on WhatsApp. With the 3-in-1 Darm-Komplex, a new gut health product, the team saw real potential and put more work into the strategy. The challenge was the product itself. It needs explaining. A WhatsApp message offers far less room than an email.
BitterLiebe solved this in two ways. The message included a video with BitterLiebe's in-house gut health expert, who introduces the product right in the chat.
The link led to a dedicated launch landing page. That's where everything lives that won't fit into a chat message.
The numbers back it up. The pre-launch alone delivered a 35x return on WhatsApp spend. The campaign reached over 20,000 people with a 72% open rate and a 12.8% click rate.
Step 5: A Dedicated Account for Switzerland
Since 2025, BitterLiebe has run its own WhatsApp account for Switzerland. It took some time at first to drive enough traffic to the new channel. The team has since found an approach that works. WhatsApp is a strong channel in Switzerland too. Customers there have embraced it.
