A large online retailer, offers tens of thousands of products online and through retail stores nationwide. Known for its charitable mission, the company donates profits to humanitarian causes focused on education, food, and water. Through its e-commerce site, life-saving necessities are delivered to families around the world.
Leading up to the 2016 holiday season, the online devision aimed to integrate voice-of-customer search phrases into its website to both increase revenue and improve the shopper experience.
Like most retailers, the company offered website site visitors advanced onsite search tools to help shoppers find products and gift ideas. The ecommerce team regularly reviews the phrases entered into the search tool to see which phrases convert into sales.
The team realized these onsite search queries represented voice-of-customer phrases and wanted to use these phrases to help like-minded shoppers find those same products without re-typing the same query. The team also wanted to display popular queries as clickable links on each category page. The team, however, did not have the in-house resources needed to develop a custom solution that could continuously mine insights from onsite searches.
With the 2016 holiday shopping season approaching, the ecommerce team needed a solution that could be implemented quickly without disrupting revenue during the company’s most important quarter. In addition, any automated solution for on-site search keywords needed to have brand-safe controls to ensure that phrases not aligned with the brand were not surfaced or applied to trending product links.
The results were immediate. In a matter of days, the Trending Search Links were embraced by shoppers, driving incremental sales revenue while accelerating purchase KPIs:
“Adding Trending Search Links by Pure Oxygen Labs far exceeded our expectations. Not only is the average order value (AOV) for these links significantly outpacing the AOV for the site, the conversion rate from customers clicking these links is more than triple the site conversion rate in general.” – Ecommerce Manager