Retail companies must consistently deliver high-quality customer experiences, both online and offline. This includes efficient service, personalised engagement, and quick responses to queries or complaints. As more consumers shop online, retail companies must stand out from the competition, which requires unique products, effective marketing, and excellent customer service.
The Interaction Studio, a platform designed to streamline customer interactions, allowed BBK to tailor its communication to individual customer needs. This case study follows BBK’s journey from identifying the needs to the successful roll-out of Interaction Studio.
Discover how strategic technology implementation can improve sales performance, enhance customer experience, streamline operations, and foster growth. It highlights the benefits of a customer-centric approach through technological innovation.
Our client BBK, owner of the home&you brand, specialises in importing and distributing home furnishings. It sells online and in 150 offline stores across Poland, closely follows new interior design trends and creates its own – both on the Polish and foreign markets. The company constantly seeks new inspirations to create original decorations, textiles and home accessories collections.
The client decided to focus on increasing essential marketing and sales metrics:
- Increasing order value (in cart value)
- revenue
- conversions.
The client aimed to transform the user experience for known and unknown customers by providing insightful recommendations and personalised experiences.
Craftware implemented solutions that helped personalise elements like content, emails at open time, categories or brands.
Interaction Studio also enabled new features such as:
- promoting the most popular content
- progressive profiling
- re-engaging users on exit.
Last but not least, due to its impact on the project, we focused on optimisation functionalities around the online to offline customer support experience and messaging, where A/B testing solutions help generate the most efficient messages.
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Salesforce Interaction Studio
By knowing consumer demand and preferences, home&you can recommend appropriate products that meet consumers’ needs, thus increasing their loyalty.
In addition, personalised, regular, and automated communication enables building valuable relations with the brand, increasing user conversion and the value of the shopping cart in the online store.
The Interaction Studio helps to track potential bounce rate drop on the page, pageviews growth and time on page growth and returning vs new users correlation.
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Improved areas thanks to the Interaction Studio implementation:
✅ customer conversion
✅ revenue growth
✅ increase in the number of products
✅ added to a cart
✅ new personalised commerce
✅ features added to the website
Salesforce Interaction Studio is designed to enhance customer interactions and personalisation – integral components in driving sales growth. Thanks to the project, the client can more effectively tailor its services to the individual needs of its diverse customer base, a strategy with direct implications for enhancing sales performance. The present case study shows how technology can be used as a catalyst to elevate sales performance in the retail sector, characterised by increasing online competition and changing consumer behaviour.
