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EPISODE 303 34 mins

Scaling Customer Relationships with Conversational SMS Marketing

About the guests

Lisa Popovici

Kunle Campbell

Lisa is the co-founder at Cartloop, a conversational SMS marketing app for Shopify brands. She's a Med School graduate turned to tech, an entrepreneur with over 6 years of eCommerce experience, now bringing the in-store experience online, one text message at a time.

On today’s episode, Kunle is joined by Lisa Popovici, Co-Founder at Cartloop – a done-for-you SMS marketing platform that helps Shopify brands build better customer relationships through 1:1 conversational messaging.


Abandoned cart recovery is a crucial element of every eCommerce brand’s marketing strategy. It’s usually just one question or doubt in the shopper’s mind that prevents them from completing their purchase. The quicker and more personalised the follow up, the higher are the chances of converting the customer. It is one of those elements that have a very direct impact on the bottom line.


Most brands use auto-responder emails with prebuilt messages as a follow up tool to solve this problem. Since they’re mostly over email, the element of spontaneity is lost. And these messages can only be personalised to a certain extent. Platforms like Cartloop use conversational marketing to solve this problem.


In this episode, Kunle and Lisa talk all about leveraging SMS as a conversational marketing tool. You will get to hear about why SMS is most effective at abandoned cart recovery and how Cartloop’s hybrid AI-Human model solves problems for businesses. This is a great episode for merchants and marketers who are looking to build out omnichannel marketing.


Here is a summary of some of the most important points made,

    • Business owners fail to extract learnings from abandoned carts
    • SMS has the highest conversion rate of cart abandonment recovery
    • Treating SMS as email is a common mistake businesses make
    • The more conversational the exchange, the better

Covered Topics:

On today’s interview Kunle and Lisa discuss,

  • Leveraging Conversational Marketing
  • Balancing Use of AI and Humans
  • Tips to Maximise SMS Marketing
  • Cartloop’s workflow


  • 08:10 – Meet Lisa:
    • Launched eCom stores during Med school
    • Started Cartloop with co-founder Andre
  • 10:00 – Differentiating Conversational marketing:
    • Engage customers and get real-time feedback
    • Empathy-driven approach
    • Increase customer retention
  • 11:25 – Tech set up
    • Combination of Tech and AI
    • Cartloop agents service queries on behalf of clients
    • The offering is the tech and workforce
    • 30% of interactions are automated
  • 16:15 – Onboarding and integrating:
    • Study the brand during onboarding
    • Dedicated slack channels with a dedicated account manager
    • Campaign calendars and ideas
  • 23:00 – Current capabilities:
    • List growing tools
    • Send conversational campaigns
    • Abandoned cart recovery
  • 25:15 – Tips to leverage SMS:
    • Starts with the tools you use
    • Take a conversational approach
    • “SMS has the highest conversion rate of cart abandonment recovery”
    • “Don’t treat SMS as email”
  • 29:30 – Cartloop’s workflow


  • SMS has the highest conversion rate of cart abandonment recovery
  • Treating SMS same as email is a common mistake businesses make

Links & Resources

Tweetable Quotes:

“Don’t treat SMS as email.”

Facebook Group • Continue the Conversation

The eCommerce GrowthAccelerator Mastermind Facebook Group has just launched.
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✔️ for founders and experts passionately involved in eCommerce
✔️ for the truly ambitious wanting to make an impact in the markets they serve
✔️ for those willing and open to help and share with other members

Here is where to apply to join the Facebook group



This episode is brought to you by:

This episode is brought to you by Klaviyo – a growth marketing platform that powers over 25,000 online businesses.
Direct-to-Consumer brands like ColourPop, Huckberry, and Custom Ink rely on Klaviyo.

Klaviyo helps you own customer experience and  grow high-value customer relationships right from a shopper’s first impression through to each subsequent purchase, Klaviyo understands every single customer interaction,  and empowers brands to create more personalized marketing moments.

Find out more on klaviyo.com/2x.

This episode is brought to you by Rewind – the #1 Backup and Recovery App for Shopify and BigCommerce stores that powers over 80,000 online businesses.
Direct-to-Consumer brands like Gymshark and MVMT Watches rely on Rewind.

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This episode is brought to you by ShipBob.

ShipBob is an end-to-end global fulfilment provider trusted by thousands of DTC brands. With the recent launch of their first UK fulfilment centre, in London, merchants that work with ShipBob now have access to ecommerce markets in Europe as well as North America.

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About the host:

Kunle Campbell

An ecommerce advisor to ambitious, agile online retailers and funded ecommerce startups seeking exponentially sales growth through scalable customer acquisition, retention, conversion optimisation, product/market fit optimisation and customer referrals.

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