For over 30 years we have been a brick and mortar company with a negligible online presence with very little interest in the area. In 2017 it was decided that this needed to change, and as a result our E-Commerce & Marketing team was formed. The team had increased the online turnover by over 650% within six months.
Our goal is to consistently and healthily increase the growth of our E-Commerce team and sales and to do so without compromising the quality of service we’re renowned for.
Challenges and Concerns
We were tirelessly trying to improve customer experience by making it as easy as possible for our customers to navigate our website and find what they are looking for. We had an amazing search bar which was serving us very well. This however was not enough to present our customers with what they are looking for without them actually searching for it. This meant that unless, customers searched for products, they would not find them, or worse yet, know that we sell them.
My biggest concerns while choosing the right solution was time. With the large workload we have, the thought of getting to grips with a new solution and also implementing algorithms and personalization solutions seemed very time consuming and painstaking.
That’s why we were looking for a solution that was fast and easy-to-integrate. We didn’t have any time to lose. And then we found Segmentify!.
I first decided to implement website personalization after visiting an e-commerce exhibition in London. I had found and signed up to a solutions provider at the exhibition. After several months of using the said solution I was not seeing any benefits. The company only charged us for the conversions they earned us, but the problem was, they simply were not generating any business.
This is when I took to Google. Segmentify was the first solution to appear. After browsing their site, seeing the large names they work with, and speaking to their sales team, I decided to give Segmentify a shot.
The implementation process at Segmentify could not be easier. When I first signed-up I was skeptical. ‘Onboarding teams’, ‘customer success developers’. I thought this sounds like the previous company. I’ve heard this all before. This couldn’t be further from the truth.
The solution was integrated to the website within 24 hours, I didn’t have to do a thing. The best part? They had created algorithms and sections throughout the website for me and had added them to areas of the website I hadn’t even considered.
The most impressive thing I’ve found with Segmentify is actually the customer success team I was skeptical about when I signed up. I thought it was just another title who offer reactive solutions when you raise a concern, again, I was wrong.
Two months or so had passed after implementing Segmentify, sales were up, it was working. I got an email out of the blue from Kubilay, a Customer Success Developer from Segmentify. In said email he introduced himself and told me that he had prepared a recommendation widget inside the basket and search pages. I had not asked for this. Segmentify had proactively thought of and implemented a solution for me. Emails like this from the team are not uncommon. It’s this very reason I know that I made the correct choice by choosing Segmentify as they do not only support you and implement your ideas. They also come up with them.
Achieved with Segmentify
Customers were being presented with recommended products and products they may be interested in. This improved the overall user experience and in-turn increased our sales too.
In February 2018, 34.8% of products added to our customers baskets, were added by customers using Segmentify widgets throughout the website.
We have achieved an overall better user experience. This is vital to us a quality of service has always been our main goal from when we first started, because if your customer service and user experience is at its best, everything else will follow. Customers are now presented with products they have previously looked at, products they may be interested in and many other factors. There are loads of other great features like being able to send push notifications. Our customers are happier, find it easier to navigate our website, and as a result our sales have increased. It’s a win-win for everybody.
Most Liked about Segmentify
The proactiveness of the customer success team is simply fantastic!