eCommerce client sees increase in conversion

We are unable to disclose the name of this eCommerce client, but we are excited to share the positive impact we have had on their business.

Problem

Here are the issues faced by the eCommerce client:

• Low customer engagement on the website

• High cart abandonment rate

• Lack of real-time support

• Lack of insights on poor marketing campaign performance

Solution

The solution consists of two main components. Firstly, an automated system powered by Germain UX continuously monitors the eCommerce site 24x7. Secondly, the Germain Team conducts in-depth analysis and refines automated analytics, proactively addressing and resolving issues whenever possible.

This resulted in significant improvements for the eCommerce client:

• Implemented personalized recommendations based on user behavior to increase engagement and conversion rates.

• Optimized the checkout process by simplifying steps, offering guest checkout options, and providing incentives to complete the purchase.

• Set up advanced tracking and analytics to measure the effectiveness of different marketing channels and campaigns.

Examples of Automated Insights & Proactive Automation to Address Issues in Real-time:

• Pain: Lack of info on visitors personas
  Solution: Germain UX monitors and identifies eCommerce visitor’s personas and interest(s).

• Pain: Consumer visits the eCommerce Site but doesn’t make an order?
  Solution: Germain UX

  • Identifies the biggest common user frictions at scale.

  • Provides a “video replay” of the frictions.

  • Identifies what product(s) the eCommerce visitor was focused on.

  • Emails the marketing organization about this missed opportunity and insights on what could be offered to the eCommerce visitor.

  • Emails the eCommerce visitor with a separate offer (that may compel them to purchase).

• Pain: Order fails because of failed credit card?
  Solution: Germain UX:

  • Detects the failed order.

  • Emails the eCommerce visitor with a link to allow them to enter a different credit card.

  • If the eCommerce visitor has another credit card on file, it is offered as an option through that same link.

• Pain: Products are added to the eCommerce visitor’s cart but they don’t checkout?
  Solution: Germain UX:

  • Detects the abandoned cart and emails the eCommerce visitor with a link reminding them to check out.

  • Sends a second reminder a day or week later with a 10% discount if an order is placed that same day.

• Pain: Site isn’t functioning well or is slower than acceptable?
  Solution: Germain UX:

  • Detects technical issues before the eCommerce visitor is on the site.

  • Finds the root cause and emails it to the IT team.

  • Resolves the issue when a known solution exists and emails IT to let them know about it.

  • If an eCommerce visitor was affected, emails the eCommerce visitor to let them know we identified an issue and resolved it.