Guided selling for a leading retailer
This case study explores the challenge faced by a prominent American multinational home improvement retailer in online shopping experience. Customers struggled to identify all the necessary components for a complete project, leading to frustration and lost sales.
Integriti, specializing in e-commerce solutions, partnered with the retailer to implement Guided Selling. This custom solution addressed major pain points.
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In today's competitive retail landscape, a seamless online shopping experience is no longer a luxury, it's a necessity. This was the challenge faced by our client: a leading home improvement retailer. While their physical stores are well-established, their online shopping experience presented challenges for customers tackling DIY projects. This resulted in frustration, abandoned carts, and ultimately, lost sales.
Our client's online shopping experience presented several pain points for DIY enthusiasts:
Incomplete Project Visualization: Customers often purchased individual items without a clear understanding of what else they needed to complete a project. This led to confusion, additional trips to the store, and a fragmented shopping journey.
Limited Product Compatibility Information: Compatibility details for certain products, like faucets and sinks, were not readily available online. This forced customers to spend time researching, hindering the buying process.
Time-Consuming Search for Missing Pieces: Identifying all the necessary components for a project could be a time-consuming task. Customers might miss crucial elements, leading to project delays.
High Cart Abandonment Rate: The cumulative effect of these pain points contributed to a high cart abandonment rate, especially in project-related categories. Customers simply gave up due to the complexity of the online purchase journey.
Experts at Integriti implemented Guided Selling, a custom e-commerce solution designed to replicate the feel of an in-person customer experience. Leveraging data analytics and user experience (UX) best practices, Guided Selling offers
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Double-digit increase in online sales for project-related products.
Reduced cart abandonment rate for project categories.
Improved customer satisfaction scores for project planning and purchasing.
Increased efficiency for in-store associates, allowing more personalized service.
Integriti’s Unique Strengths
Played a pivotal role in the project’s success
We have noticed a remarkable improvement in customer engagement. Shoppers now navigate our products with ease and make informed decisions.
Integriti’s Guided Selling solution has transformed our online project sales. We've seen a significant increase in customer satisfaction. Customers can now confidently tackle projects thanks to the clear online experience.
