A loyalty program in a Telegram bot: the ChestVape case, with repeat purchases up 130%

case study

Client and context

ChestVape is a chain of vape shops in Ukraine. Before working with Darobots, its loyalty program ran on paper cards and manual tracking in spreadsheets. Customers didn’t know their points balance, cards got lost, and promotional offers only reached people who physically walked into a store.

The task: move the loyalty program into a Telegram bot and make it convenient for customers and transparent for the business.

What Darobots built

We built a full-featured Telegram bot with a loyalty dashboard that replaced the paper cards and manual tracking.

Features:

• a digital bonus card with a QR code for every customer;
• automatic points accrual after purchase (QR scan at checkout);
• a personal account: balance, purchase history, program tier;
• push notifications about promotions and personal offers;
• a referral system: "bring a friend, get bonus points";
• an admin panel for managers: stats, manual point adjustments, bans.

The technical side

Darobots integrated the bot with the stores’ point-of-sale system - the balance updates automatically after every transaction. Managers see customer activity in real time and can launch a targeted campaign by segment (for example, "customers who haven’t bought anything in 30+ days").

Results after 6 months

• +130% repeat purchases - the key result of the project;
• 2.3x more customers returned within 30 days of their first purchase;
• 5,800+ active loyalty program members within the first 3 months;
• the average order value of repeat customers grew 22% compared to new customers.

What made this project a success

The key difference is personalization. Instead of a mass "one offer for everyone" blast, the bot sends relevant offers at the right moment. A customer who bought a specific product gets an offer for a related item, not a generic discount everyone ignores.