Case Study - Etikette Candles Website Design and Build

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Etikette’s products were adored in stores, but online the website lacked storytelling, structure, and flow. Customer journeys were fragmented, manual processes slowed the team down, and the site struggled to convey something as hard to communicate as scent. They needed a digital experience that captured the sensory richness of their products and turned first-time buyers into lifelong customers.

On the service side, Gorgias streamlined customer support, equipping the Etikette team with a centralised inbox and chatbot that made it simple for customers to connect. Behind the scenes, Klaviyo automations and loyalty integrations now nurture relationships long after the first purchase, turning fleeting visits into repeat business. Together, these elements transformed Etikette’s website into a seamless, scalable sales engine—powered by a Shopify, Klaviyo, Gorgias, and Okendo ecosystem that gives the team fingertip control and frees them from manual effort.

Shopify → Best-in-class for ecommerce operations. It scales seamlessly from boutique to enterprise, supports 3rd-party integrations, and provides a mobile-first, conversion-ready storefront.
Klaviyo → Built for lifecycle marketing and retention. With advanced segmentation, automation, and personalised flows, Klaviyo nurtures relationships at scale — from welcome to replenishment to loyalty triggers.
Okendo → More than just reviews. We used Okendo to power reviews, quizzes, surveys, and loyalty programs, giving Etikette social proof at the point of decision and deeper insight into customer behaviour. This data now fuels segmentation and product development.
Gorgias → Customer support that integrates directly into the sales and marketing stack. A centralised inbox and automation reduce response times and create a more consistent brand experience.

“Working with T&H Digital has been an absolute game changer for us. They feel like an extension of our team, seamlessly filling the gaps in our expertise. From redesigning our website to managing our social media and creating a brand strategy, their professionalism has been unshakable at every step. What really sets them apart is their dedication to empowering us — they provided detailed documentation and training so we can confidently manage our digital tools. Their work continues to delight us, even a year on. T&H Digital is our secret weapon for brand consistency and growth.”

Georgia Walker

Director, Etikette Candles
“The [Etikette] store looks absolutely fantastic. The design is not only beautiful but also incredibly user-friendly and easy to navigate… A great job in creating an inviting and efficient shopping environment.”

Shopify Team

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How do you turn first-time buyers into repeat customers?

We designed Etikette’s system with retention at its core. Klaviyo automations nurture customers from welcome flows to replenishment reminders, while loyalty triggers reward repeat purchases. Okendo reviews and quizzes build trust and personalisation, helping first-time buyers feel connected to the brand and more likely to return.

Why did you choose Shopify as the foundation?

Shopify is purpose-built for scalable eCommerce. It gives Etikette a mobile-first, conversion-ready storefront with the flexibility to integrate tools like Klaviyo, Okendo, and Gorgias. This ensures the store can handle seasonal peaks, product launches, and long-term growth without complex maintenance.

What role do reviews, quizzes, and surveys play in growth?

Reviews provide social proof, quizzes guide discovery, and surveys deliver insights. With Okendo powering all three, Etikette can influence purchase decisions in the moment, understand customer preferences, and feed data back into product development. This ecosystem closes the loop between brand storytelling and measurable growth.

How does customer support integrate into the sales journey?

With Gorgias, Etikette’s support team now operates from a centralised inbox connected directly to Shopify and Klaviyo. This means faster responses, automated FAQs, and a consistent brand voice across every interaction — turning customer support into a growth driver rather than a bottleneck.

What business goals did this project target?

The project focused on building a scalable, future-ready eCommerce engine. That meant increasing revenue through higher AOV and conversion rates, driving loyalty and repeat purchases, and reducing manual work with automation. Together, the Shopify + Klaviyo + Okendo + Gorgias ecosystem ensures Etikette has a system that grows with the brand.