How K9 Vitality Achieved 116x ROI by Adding RCS to Their Re-engagement Playbook

About K9 Vitality

K9 Vitality is India's leading canine wellness brand, offering 100% natural, vet-approved supplements designed to support dogs at every stage of life. Based in India and trusted by over 45,000+ customers, their product range covers joint health, gut health, skin and coat care, and more, all made with human-grade ingredients and zero artificial preservatives.

It's the kind of brand that earns genuine loyalty. Pet parents who see results tend to stay, reorder, and recommend. That relationship with their customer base is central to how K9 Vitality thinks about communication.

The Context: A Brand That Knows Its Customers Come Back

K9 Vitality has been using WhatsApp broadcasts effectively to stay in touch with their customer base, sharing product updates, offers, and wellness tips with an audience that's genuinely invested in their pets' health.

When QuickReply.ai introduced RCS (Rich Communication Services) as an additional broadcast channel, K9 Vitality saw an opportunity to expand their reach. Not to replace what was working, but to meet more customers where they already were, and deliver a richer, more engaging message experience in the process.

RCS allows brands to send visually rich messages, with images, buttons, and branded sender IDs, directly through a phone's native messaging app, without requiring the recipient to have any third-party app installed. For a brand selling a product that depends on visible, tangible results for pets, the format fit naturally.

The Campaign: Reaching Customers Who Had Stopped Too Soon

The broadcast targeted customers who had previously purchased K9 Vitality's Hip & Joint supplement — specifically those who had made one or two orders but hadn't reordered since.

This is a pattern K9 Vitality understood well. When a dog starts moving better, owners often assume the issue is resolved and quietly stop the routine. The supplement had done its job visibly — but the long-term benefits only come with consistency.

The RCS message addressed this directly, with warmth rather than a hard sell:

Funny thing about improvement? Once dogs start moving better again, we assume the issue's fully gone. More playful walks. Less stiffness. Easier getting up. That's usually when consistency matters most. Hip & Joint is designed to support long-term mobility, comfort, and active movement as dogs age. One pet parent told us: 'We almost stopped after the first pouch because things improved. Glad we continued...' Keep the routine going.

The message doesn't push a discount or manufacture urgency. It speaks to something real — a behaviour K9 Vitality's customers actually exhibit — and uses a peer voice to make the case for continuing. That's re-engagement done right.

The Results

Every single link click resulted in an order — a 1:1 ratio that points to an audience that was already warm and needed only a well-timed nudge to act. These weren't cold leads being converted. These were customers who had experienced the product, seen results, and just needed a reason to continue.

Why the numbers look the way they do
Pet supplement customers tend to be high-trust, high-loyalty buyers. Once a K9 Vitality customer sees their dog improve, the brand earns a level of credibility that's hard to shake. A re-engagement message in that context isn't an interruption — it's a reminder from a brand they already believe in. RCS amplified that by delivering the message in a format that felt native and personal, not promotional.‍

Why RCS Worked Well Here

RCS isn't a replacement for any existing channel — it's an expansion of reach. For K9 Vitality, adding it to their communication mix meant they could connect with customers who may not be as active on WhatsApp but still engage through their phone's native messaging.

A few things made it particularly effective for this campaign:

Rich format, familiar delivery‍

RCS messages land in the phone's default SMS app but look and feel modern — with images and structured content. There's no app to open, no notification to dismiss.

Warm audience

The campaign wasn't targeting strangers. It was reaching existing customers with a message rooted in their actual experience with the product.

Message that earns attention

The copy didn't lean on discounts or urgency. It acknowledged a real behaviour pattern, used a customer testimonial, and made a genuine case for continuing. That tone resonates differently than a promotional blast.

Omnichannel automation via QuickReply.ai

Running RCS alongside their existing WhatsApp flows through a single platform kept execution simple and the audience segmentation clean.

The Takeaway

K9 Vitality didn't overhaul their marketing strategy. They added one channel, ran one well-crafted campaign to a carefully chosen audience, and let the brand's existing credibility do most of the work.

The 116x ROI is exceptional — but it's not a fluke. It's the outcome of reaching the right people, with the right message, through a channel that felt natural rather than intrusive.

For brands with strong customer loyalty and a product that benefits from repeat use, RCS re-engagement campaigns offer a high-efficiency way to bring lapsed customers back — without discounting, without pressure, and without building anything from scratch.