{"id":87263,"date":"2024-11-26T15:15:55","date_gmt":"2024-11-26T22:15:55","guid":{"rendered":"https:\/\/inmoment.com\/customer-stories\/retailer-finds-millions-in-revenue\/"},"modified":"2024-12-11T17:29:31","modified_gmt":"2024-12-12T00:29:31","slug":"retailer-finds-millions-in-revenue","status":"publish","type":"customer-stories","link":"https:\/\/inmoment.com\/en-sg\/customer-stories\/retailer-finds-millions-in-revenue\/","title":{"rendered":"Global Retailer Identifies $2.5M In Potential Online Sales from Improved Web Experience"},"content":{"rendered":"\n<p>This global retailer partnered with Pearl-Plaza to understand why customers left their website before converting. Pearl-Plaza\u2019s team analysed over 166,000 website abandonment surveys over a three-month period to give the team insights on how to improve business performance and recover potentially lost revenue.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Story Highlights&nbsp;<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Identified $2.5 million USD in potentially lost revenue due to page performance issues<\/li>\n\n\n\n<li>Identified what terms are being used to describe website performance issues<\/li>\n\n\n\n<li>Provided recommendations to improve website performance&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Understanding the Challenge<\/h2>\n\n\n\n<p>Despite offering an extensive product range and attracting 11.5 million website visitors monthly, this global retailer faced a significant challenge: customers were abandoning the site before completing their purchase. This pattern indicated missed opportunities to enhance the <a href=\"https:\/\/inmoment.com\/blog\/ecommerce-customer-experience\/\">e-commerce customer experience<\/a>, potentially limiting the retailer\u2019s ability to maximise revenue.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Strategic Insights Drive Solutions<\/h2>\n\n\n\n<p>To solve this challenge the retailer partnered with Pearl-Plaza\u2019s Strategic Insights team to dive into the root causes and understand how to increase site conversions and sales. The team analysed over 166,000 surveys using best-in-class <a href=\"https:\/\/inmoment.com\/en-sg\/text-analytics\/\">text analytics<\/a> to make sense of unstructured data and extract insights that drive actions.\u00a0<\/p>\n\n\n\n<p>This detailed analysis revealed actionable insights from the buyer\u2019s journey on the brand\u2019s website and uncovered friction points. It also revealed the <a href=\"https:\/\/inmoment.com\/blog\/customer-sentiment\/\">customer sentiment<\/a> to help improve experience and website performance. The three most common pages associated with performance issues were:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Checkout Page<\/li>\n\n\n\n<li>Account Page<\/li>\n\n\n\n<li>Content Page<\/li>\n<\/ul>\n\n\n\n<p>For each of these pages, technical issues impacted nearly 10% of customers, creating frustration and disengagement.<\/p>\n\n\n\n<p>Additionally, unstructured customer feedback was examined to understand the frequency of problems in the <a href=\"https:\/\/inmoment.com\/blog\/voice-of-the-customer-voc\/\">voice of the customer<\/a>. The most common performance complaints included:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Slow, loading issues, buggy, crashing, freezing<\/li>\n\n\n\n<li>Sign-up issues \/ log-in issues<\/li>\n\n\n\n<li>Can\u2019t access the billing page<\/li>\n<\/ul>\n\n\n\n<p>By grouping keywords and phrases directly from customer feedback, Pearl-Plaza provided the retailer with a clear view of the most urgent opportunities for website performance and a boost in conversions.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Turn Insights Into Business Revenue Impact<\/h2>\n\n\n\n<p>With an average cart size and 11.5 million website visitors per month, Pearl-Plaza\u2019s analysis revealed that the website page performance issues represented an opportunity to recapture almost $2.5 million annually in potentially lost revenue. Armed with this data, the retailer\u2019s team could prioritise solutions that optimise the buyer\u2019s journey and foster a smoother, more reliable shopping experience that leads to increased website conversions.\u00a0<\/p>\n\n\n\n<p>To see how Pearl-Plaza can diagnose and improve the customer experience at your organisation, schedule a <a href=\"https:\/\/inmoment.com\/en-sg\/demo\/\">demo<\/a> today!\u00a0<\/p>\n","protected":false},"featured_media":86893,"template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[1054],"industry":[242],"region":[],"class_list":["post-87263","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","category-digital-listening-en-sg","industry-retail-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/en-sg\/wp-json\/wp\/v2\/customer-stories\/87263"}],"collection":[{"href":"https:\/\/inmoment.com\/en-sg\/wp-json\/wp\/v2\/customer-stories"}],"about":[{"href":"https:\/\/inmoment.com\/en-sg\/wp-json\/wp\/v2\/types\/customer-stories"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/en-sg\/wp-json\/wp\/v2\/customer-stories\/87263\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/en-sg\/wp-json\/wp\/v2\/media\/86893"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/en-sg\/wp-json\/wp\/v2\/media?parent=87263"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/en-sg\/wp-json\/wp\/v2\/categories?post=87263"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/en-sg\/wp-json\/wp\/v2\/industry?post=87263"},{"taxonomy":"region","embeddable":true,"href":"https:\/\/inmoment.com\/en-sg\/wp-json\/wp\/v2\/region?post=87263"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}