As the e-commerce environment continues to grow in a post-pandemic shopping landscape, companies from all environments are under increasing pressure to show they can deliver the right experiences online. Implementing the right CX tools ensures e-commerce companies can provide their consumers with meaningful, digital-first transactions for the era of online shopping.
CX solutions in the e-commerce environment include everything from online loyalty programs for modern shoppers to CCaaS solutions which engage a digital consumer base. Today, we will be looking at just some examples of companies using CX initiatives in the e-commerce space.
Yotpo and PSD
PSD Underwear, a men's and women's underwear brand partnered with Yotpo to improve its customer retention and loyalty. Yotpo helped PSD Underwear to personalize its messaging strategy, collect and analyze customer feedback, and create loyalty programs.
As a result, PSD Underwear experienced a 5x increase in orders per loyalty customer, a 411% increase in review generation through SMS requests, and a 625x ROI on abandoned cart flows.
The results of this case study show that Yotpo's customer experience platform can help businesses to improve their customer retention and loyalty. Yotpo's platform provides various features that can help businesses personalize their messaging strategy, collect and analyze customer feedback, and create loyalty programs.
Content Guru and Interflora
Interflora, a world-leading florist company, struggled to manage its growing customer base. The company found that its contact centre was inefficient and unable to keep up with the volume of customer inquiries.
Interflora turned to Content Guru's storm solution, which allowed the company to route all interactions through the correct lines, eliminate wait times, and improve efficiency. The storm solution also allowed Interflora to gain a fully transparent insight into customer traffic and capacity with real-time and historical reporting.
As a result of the storm implementation, Interflora can now deliver 75% of online orders within 4-5 hours. The storm solution also enhanced efficiency in the contact centre and unlocked new opportunities for the company to retain customers and boost brand loyalty.
8X8 and aCommerce
One of the leading e-commerce enablers in Southeast Asia today, aCommerce provides end-to-end a la carte solutions for e-commerce to brands throughout the Philippines, Indonesia, Malaysia, Singapore, and Thailand. Recently, the company discovered a rising number of customers searching for more flexible mobile interactions with e-commerce brands. This prompted the brand to seek out a solution for quick and efficient SMS service for e-commerce companies.
8x8, with its innovative 8x8 SMS API and a wide range of additional contact centre solutions, offered the perfect opportunity for aCommerce to embrace a new channel for service. The solution now offers comprehensive tools for SMS service to client brands through 8x8 technology.
Talkdesk and Hunter Douglas
A leader in CCaaS solutions and customer engagement, Talkdesk recently worked with intelligent window fashions brand, Hunter Douglas, to improve its CX initiatives. Though Hunter Douglas had already been utilising several tools for customer service before their interaction with Talkdesk, the company noted its previous solution lacked the sufficient insights and reporting required to help them make intelligent business decisions.
A desire to constantly innovate and deliver custom-made solutions for customers prompted the Hunter Douglas team to search for a CX solution that would allow for these all-important analytics. The Talkdesk solution, capable of integrating seamlessly with the company’s existing technology, stood out as the perfect solution.
Genesys and Banzai
Serving an average of around 18 million customers every month, Banzai is a company with a massive impact in both the e-commerce and retail market. According to the brand, much of the success of their sales team comes from the decision to run their e-commerce sites on the Genesys Customer Experience platform. The solution allows the company to optimise processes and offer customers better service across the digital landscape.