Discover how an e-commerce company retained its customers with great customer experience

Background:

An e-commerce company, competing in a tough market environment, was struggling for visitor retention. The site had huge number of visits every day but most of the visitors exited after comparing prices.

An offline and online market research & survey indicated that the website was not engaging enough for visitors and the rewards program made a minuscule effect.

Challenges:

  • e-commerce and retailing company, struggling with 2-3 % conversion rate
  • Lot of returning visitors, but high bounce rates and intermittent drop outs
  • Inability to distinguish between a new user and an existing customer
  • Customers were not always buying

Solution Process:

  • Plumb5 Enterprise platform deployed on-premise, started delivering results within 4 weeks
  • Visitor tagging made a clear distinction between existing customers, returning visitors and new visitors
  • Effective real time lead scoring gave further insights on the quality and intent of all visitors
  • The following rules based automated features were enabled for returning customers:
    • Real time personalization & messaging: All returning customers welcomed by their first name with home page and content personalization widget and at all interaction points
    • Real time personalized content: Only relevant content or special offers based on the customer’s past behavior were displayed / delivered in real time
    • Loyalty management : Unique loyalty landing page with reward / loyalty points and customized content with access to surveys & forms for enabling good experience reviews
    • Real time recommendations support: Unique, customized chat support to help & recommend returning customers
    • Engagement campaigns: Nurturing and loyalty management through email campaigns
    • Custom forms & surveys: Real time on demand forms, customer experience and review surveys to boost referral and rankings
    • Customized Facebook messaging: Engagement with users across social media and customized offers and thank you messaging across

Results:

  • 1.8 times more revenue per user
  • Over 80% increase in customer loyalty and return visitor transactions
  • Increase in customer reviews & ratings
Advertisements

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