143%
WhatsApp CVR uplift
92%
email CVR growth
304%
push notification CVR growth
Industry
Classifieds – Others (Food/Health)
Cross-Channel Journeys
Migration
Efficiency Gains
Integration & Onboarding
Customer Support
Channels
Architect
Web Personalization
Solutions
Architect
Smart Recommender
Web Templates
“Switching from Braze to Insider fundamentally transformed our CRM at Liv Up. Insider’s unified platform drove a remarkable 143% WhatsApp CVR uplift and helped automation’s CRM contribution soar to 24%, alongside a 54% survey response rate on web. We gained autonomy, accelerated results, deep personalization, and much higher ROI. It’s game-changing to have every channel under one roof. Insider is our growth engine.”
Paola Dauscha,
Innovation and Customer Retention Manager
Executive summary
Liv Up teamed up with Insider to overhaul CRM and boost customer engagement across every stage of the lifecycle. Architect, WhatsApp, and Web Templates connected nine automated journeys and powered a new CRM model with personalized flows for activation, loyalty, churn, and reactivation. Liv Up’s WhatsApp CVR rose by 143%, total automation’s impact grew 259%, and survey response rates hit 54%, which is over 13 times higher than previous email surveys. Migrating from Braze unlocked fast, measurable revenue and engagement growth, proving the value of Insider’s all-in-one platform for food and health brands.
About LivUP
Liv Up is a fast-growing healthy food company in Brazil, dedicated to delivering nutritious, chef-prepared meals, snacks, and grocery essentials. Renowned for its commitment to wellness and innovation, Liv Up serves Brazilian consumers nationwide through a seamless digital ordering experience and robust customer relationship programs.
Liv Up selected Insider to centralize all customer communications and eliminate fragmented strategies. The brand sought a single customer view, ready-to-use recommendation algorithms, and advanced personalization, all with just a few clicks, reducing IT dependence. Insider’s intuitive interface fostered team collaboration and allowed personalization at scale, while local currency operation brought cost efficiency. The decision to switch from Braze was propelled by Insider’s proven ability to unify every interaction, enable rapid multichannel CRM automation, and immediately deliver business impact in conversion, engagement, and ROI.
Scaling CRM Revenue and Personalization With Insider
The challenge
Before Insider, Liv Up’s CRM was restricted to four automated journeys, offered limited personalization, and showed weak channel performance, restricting revenue and relevance for customers.
The solution
Insider enabled Liv Up to expand to nine automated journeys covering seven lifecycle stages (activated, loyal, in-cycle, out-of-cycle, churned, reactivated, and re-loyal). Dynamic personalization with tailored content, timing, and recommendations lifted engagement. Smart Recommender and send time optimization improved product relevance, while centralized channel management and cluster-based display rules drove precise targeting. Autonomy and integration empowered the CRM team to accelerate scalable, high-impact campaigns.
259%
automation contribution to CRM revenue
77%
WhatsApp revenue growth
50%
overall CRM revenue increase
WhatsApp Drives Higher Conversion and Value Than Email
The challenge
Liv Up was too dependent on email for revenue and struggled to scale WhatsApp for repurchase campaigns, limiting CRM impact and resulting in suboptimal channel performance.
The solution
Insider’s Architect orchestrated WhatsApp within the CRM, with smarter audience qualification and optimized frequency. WhatsApp automations became central to driving repurchases, enabling deeper impact through more relevant, frequent touchpoints and higher conversion.
31.2%
WhatsApp CVR
65%
monthly CRM revenue coming from WhatsApp
Web Survey Templates Transform Response Rate
The challenge
Liv Up sought to dramatically improve response rates on customer surveys, previously limited to minimal engagement via email despite high send volumes.
The solution
Quick surveys delivered via Insider Web Templates on checkout screens increased user engagement at critical touchpoints, making it easy to collect feedback where customers are most responsive, resulting in faster, richer data gathering.
54%
survey response rate via web templates
3,300+
responses from 6,000 impressions
4%
Email survey response rate
Summary
Liv Up’s switch from Braze to Insider unified multichannel engagement, delivering measurable lifts in CRM revenue and conversion. Empowered autonomy, seamless integration, and dynamic personalization rapidly accelerated results, proving Insider as the essential platform for scalable growth in Brazil’s health food sector.
Looking ahead
Liv Up plans to extend personalization and real-time engagement into new channels, amplifying loyalty, conversion, and lifetime value, unlocking even deeper journey orchestration with Insider.
Favorite feature
Seamless Integration
Liv Up's favourite feature is Insider’s seamless integration of WhatsApp, which empowers the brand to orchestrate personalized, automated CRM journeys on their highest-performing channel, achieving a 143% CVR uplift and transforming WhatsApp into the leading source of CRM-driven revenue growth.
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