Case Study An Ecommerce Retailer in UK
The Challenge
The Solution
A UK-based eCommerce retailer in the eco-friendly laundry detergent and washing powder industry was seeing exponential growth YoY.
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Although they had an increasing rate of website traffic, their conversions and more importantly their average basket size was almost stagnant. Additionally, they were burdened with a lot of redundant and order-related queries.
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As part of our initial digital traffic analysis, we also discovered that 61% of their customers were contacting them outside business hours.
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Firstly, we integrated our AI Chatbot system on their website, integrating effectively with their customer services and CRM systems.
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By identifying and understanding the key issues, we were able to tackle the problem with speed and certainty. The main purpose of the Chatbot was to nudge customers towards buying pre-defined bundles.
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The AI Chatbot was also used to provide relevant content including videos, green articles and product descriptions.
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“It was a pleasure to work with the AtomX team. They were focused, diligent, and immediately understood our key business objective of top-line growth. I look forward to a long-term relationship with AtomX”.
- Director of Content & Digital Marketing
Outcome
The solutions put in place and the utilisation of the AI Chatbot quickly resulted in a significant increase of 226% in engagement and conversions.
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Qualitatively, we could also see an increase in bundled products within this increased engagement, demonstrating the importance of targeting this area.
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We continue to improve and boost the Chatbot's responses on a weekly basis, whilst also training the customer team by leveraging our user-friendly learning, analytics and insights dashboard.
