Highfy, a fast-growing online health and beauty retailer, serves millions of shoppers every year. When they began working with Mergn, their objective was simple: get more of their existing customers to come back. What followed was a practical, measurable improvement in how the brand approached engagement.
“We decided to partner with Mergn for their personalized onboarding, engagement, and technical support. Their guidance enabled our teams to understand the platform quickly and maximize its value by running campaigns and activating automation flows.”
~ Hanzala Raja, Founder of Highfy
Seamless Integration and Hands-On Onboarding
Connecting Highfy’s Shopify store to Mergn was a one-click process. But the real impact came from Mergn’s month-long, hands-on onboarding program, led personally by the Mergn founder. This ensured that Highfy’s team not only knew how to use the platform but also understood how to extract maximum value from it.
From Unfamiliar to Data-Driven
Highfy’s team started out new to modern engagement strategies and hadn’t realized the revenue potential in their existing customers.
“We were new to the world of engagement and didn’t realize the value that could be generated through existing customers. Working with Mergn, we gained insights into the impact returning customers can have on any business.”
~ Hanzala Raja, Founder of Highfy
These insights turned data into direction. Instead of guessing, Highfy could see who their repeat customers were, what they bought, and which triggers led to repurchases, enabling campaigns that actually worked.
How They Did It: Channels, Journeys, and Precision
Highfy and Mergn implemented a focused program of campaigns and journeys across the channels that mattered most:
- Email: Nurture sequences and cart recovery
- SMS: Urgent, time-sensitive offers
- Web Push: Nudges for returning visitors
- Journeys: Moving first-time buyers into repeat buyers
“Along with the Mergn team, we started rolling out key campaigns targeting our existing customers via Email, SMS, and Web Push, and built automation flows for customers who had placed their first orders but hadn’t returned in the last 150 days!”
~ Hanzala Raja, Founder of Highfy
By combining channel breadth with surgical precision, Highfy targeted precise segments customers who bought specific products, favored particular categories, or were loyal to certain brands rather than blasting generic promotions.
Why Hyper-Targeting Succeeded
Mergn helped Highfy shift from broad marketing to hyper-targeted re-engagement.
“Mergn enabled us to hyper-target our existing customers, allowing us to adopt a much more precise approach to retargeting. We focus on customers who purchased a specific product, belong to a particular category, or prefer a certain brand. This hyper-targeting builds strong affinity with our customers that we even receive personalized feedback on our marketing. At the same time, it keeps marketing costs low by concentrating on high-propensity segments, helping us achieve a higher ROI.”
~ Hanzala Raja, Founder of Highfy
Two outcomes stood out: customers noticed and appreciated the relevance of the messages, and narrowing campaigns to high-propensity segments lowered acquisition costs while improving ROI.
The Outcome: Retention and Sustainable Growth
The results speak for themselves. With returning customer metrics rising significantly, Highfy strengthened its market position.
“Mergn’s personalized onboarding, engagement strategies, 24/7 technical support, and easy-to-use, robust multi-channel platform enable us to reach our existing customers effectively, drive more repurchases, and increase retention.”
~ Hanzala Raja, Founder of Highfy
Today, Highfy reports a returning customer rate of 60%, a clear sign that the approach is working.
Three Practical Takeaways
Highfy’s experience offers actionable lessons for other brands looking to unlock value from existing customers:
- Integrate quickly, then invest in onboarding. Connect the platform in one click, but take the time to learn how to extract maximum impact.
- Use multiple channels in coordinated flows. Email, SMS, and Web Push work best when they support the same automation.
- Target narrowly and frequently. Segment by product, category, or brand to make messages feel personal and reduce wasted spend.
Hear the Full Story
Want more detail? Listen to Highfy’s founder share the complete journey in this interview: How Highfy Scaled Customer Retention with Mergn | Interview with Hanzala Raja