eCommerce client sees increase in conversion and retention

We are unable to disclose the name of this client, but we are excited to share the positive impact we have had on their business. Conversion has been the client's main priority, and we take pride in assisting them in reducing churn. The client began experiencing these improvements after a deep dive into their customer data, identification of pain points, and the implementation of real-time analytics and automation. Below, we have outlined some of the issues faced by the client and the corresponding solutions we developed:

1. Issue: Low customer engagement on the website Solution: Implemented personalized recommendations based on user behavior to increase engagement and conversion rates.

2. Issue: High cart abandonment rate Solution: Optimized the checkout process by simplifying steps, offering guest checkout options, and providing incentives to complete the purchase.

3. Issue: Lack of real-time support Solution: Integrated a live chat feature to provide instant assistance and address customer concerns promptly.

4. Issue: Inefficient lead nurturing process Solution: Implemented an automated lead nurturing campaign with personalized emails based on user actions and interests.

5. Issue: Difficulty in tracking marketing campaign performance Solution: Set up advanced tracking and analytics to measure the effectiveness of different marketing channels and campaigns.

These solutions, coupled with our continuous monitoring and refinement, have resulted in significant improvements for the client. While we cannot disclose their identity, we are thrilled to have played a part in their success.

If you would like to learn more about how we can help your business achieve similar results, please don't hesitate to reach out to us. We are here to assist you in optimizing your conversion rates and enhancing customer satisfaction."

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Challenges

Segmentation

Solution

• Visitors personas
  Germain:

  • Monitors & analyzes client’s behavior and interest(s)

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

  • Identifies the biggest common user frictions @ scale

  • Provides a “video replay” of the frictions

  • Identifies what product(s) the client was focused on

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

  • Emails the client with a separate offer (that may compel them to purchase)

• Order fails because of failed credit card?
  Germain:

  • Detects the failed order

  • Emails the client with a link to allow them to enter a different credit card

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

• Products are added to the client’s cart but they don’t checkout?
  Germain:

  • Detects the abandoned cart and emails the client 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.

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

  • Detects technical issues before client 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 a client was affected, emails the client to let them know we identified an issue and resolved it