With average sales tickets ranging from 2,600 to 3,200 US dollars, Kampyle’s client sees building trust with online prospects and developing relationships as its primary business-enabling objectives. Visitors to its websites must be able to fully experience the products, despite lacking the element of “touch and feel” that is usually a key part of the buying process.
Some businesses set out to shake up an entire industry, like one Kampyle client, who dared to bring high-quality furniture to the online retail world. What’s so special? This client is an online pure-play so prospects must be able to fully experience the products digitally, despite lacking the “touch and feel” element. With the Internet Retailer Convention and Exhibition just around the corner, we are thrilled to share this online retailer success story with you. BTW, if you would like to set-up a meeting with us at IRCE,
Benefits and Results in a Nutshell
Increase of no-touch sales by 100%! Increased onsite lead generation by 60%!
Our client, a leading US online retailer of high-quality furniture, offers a wide range of products via seven websites. A pure-play online retailer, the company is a leading pioneer in transforming furniture products into a significant e-commerce market. Using Kampyle’s Feedback Solution, the company:
- Enhanced user experience with real-time detection and timely correction of website issues
- Increased no-touch sales by 100%, from 12% to 24% due to website enhancements, including those based on customer feedback
- Increased onsite lead generation by 60% compared to previous channels and aside from SEO and SEM
- Enabled monitoring of post-sale customer sentiment by integrating feedback options into emails
- Instituted feedback as an effective KPI for Sales representatives
- Integrated feedback comments into online customer reviews
- Streamlined deployment and management of customer feedback for multiple sites
The Challenge: Engaging Online Visitors to Gain Relevant Insight
With average sales tickets ranging from 2,600 to 3,200 US dollars, Kampyle’s client sees building trust with online prospects and developing relationships as its primary business-enabling objectives. Visitors to its websites must be able to fully experience the products, despite lacking the element of “touch and feel” that is usually a key part of the buying process, as well feel reassured by the company’s knowledge, credibility and expertise. Committed to putting its customers at the center of its business, the company realized that it was still missing a crucial element — relevant input from the customers themselves. “The customers are the ones that are on the site and experiencing every element of it. I wanted to better understand what challenges they have in finding the products they wanted, and what hindered them to commit to moving ahead and making the decision to buy something. It wasn’t driven by my motivation to have them buy something; it was driven by my motivation to hear them better,” emphasized the company’s CEO.
The Solution: Comprehensive, Relevant and Actionable Feedback Data
The company used the customer insights regarding usability issues and their root causes to drive its website optimization, improving its no-touch-sales rate by 100%, from 12% to 24%. Now almost 25% of the company’s customers close their purchases without requiring any assistance, creating significant cost savings.
The Advantage: Going Beyond “Voice of Customer”
Recognizing the power of feedback, our client went beyond the initial “Voice of Customer” approach and leveraged Kampyle’s feedback forms to capture visitors’ email addresses and phone numbers. This generated a constant stream of self-qualifying sales leads with direct revenue impact. “Since using Kampyle the number of onsite leads increased by 60%! We couldn’t be more satisfied. Kampyle certainly pays-off,” said the company’s CEO.
Feedback as a Support and Post-Sales Channel
With shipments of large items requiring delivery times of up to two weeks, post-sale customer interactions play an important role for our client. Customers use the feedback channel to inquire about delivery times and address additional support issues. The company also decided to integrate a call for feedback into the post-sale email conversations. The insights gained are part of the ongoing training of our client’s sales and furniture experts. Furthermore, the management opted to turn this feedback into a KPI for their sales representatives.
A Word about Working with Kampyle
“On a scale of 1-10, I’d give Kampyle’s professional service a 10. We deal with many technology solutions, both on-site and off-site, and I would rate the level of support received from Kampyle as probably the best out of anyone we’ve worked with,” praised the company’s CEO.