Customer Case Study: HealthProductsForYou.com
HealthProductsForYou.com (HPFY) is a leading online retailer that specializes in medical supplies, healthcare products, and wellness items.With a wide range of products and a commitment to customer satisfaction, HPFY continuously seeks innovative solutions to improve the shopping experience and increase customer conversions.
HPFY faced a significant challenge in understanding the reasons behind their customers' cart abandonment. Despite customers progressing through the purchase funnel and adding products to their carts, many abandoned their carts before completing the purchase. The reasons for this could vary, including pricing concerns, shipping costs, or technical difficulties during checkout. However, without clear visibility into these issues, HPFY struggled to identify the root causes and improve their conversion rates.
When HealthProductsForYou.com, a leading retail brand in the health and wellness sector, integrated Shopperstream.com’s review collection and cart abandonment survey tools, they unlocked a significant opportunity to re-engage with potential customers. A remarkable 35% of shoppers who abandoned their carts responded positively to the question, “Would you like to be contacted? If so, leave your email.” This pivotal moment allowed HealthProductsForYou.com to re-connect with customers who were previously lost to competitors or distracted by other options.
A remarkable 35% of shoppers who abandoned their carts responded positively to the question, “Would you like to be contacted? If so, leave your email.”
The Shopperstream Feedback Tool was introduced to HPFY by the Shopperstream team as a seamless solution to their problem. One of the most appealing aspects of this tool was that it required no changes to HPFY's existing website design or technical infrastructure. Instead, the feedback tool was hosted on ResellerRatings' servers, allowing HPFY to easily integrate it into their existing processes.
HPFY utilized this tool by incorporating a feedback survey link into their cart abandonment emails. Whenever a customer abandoned their cart, they would receive an email prompting them to share why they had not completed their purchase. By clicking the link, customers were redirected to the ResellerRatings survey, where they could provide valuable insights into their decision to abandon the cart.
The implementation of the ShoppersStream Feedback Tool yielded significant results for HPFY. The feedback collected through the tool provided the HPFY team with valuable data and insights that they previously lacked. With this information, HPFY was able to make informed decisions and implement changes that directly addressed the reasons behind cart abandonment.
As a result, HPFY experienced improvements in their conversion rate, better understanding of their customers' concerns, and an overall enhancement in the shopping experience on their website. The continuous use of the feedback tool has allowed HPFY to remain proactive in addressing customer concerns and optimizing their checkout process.
The support received from the Shopperstream team was nothing short of exceptional. The team at ResellerRatings was instrumental in the successful launch and ongoing optimization of the feedback tool. Initially,HPFY started with a set of basic survey questions, but as the initial results came in, it became clear that adjustments were needed. The Shopperstream team promptly made the necessary changes, not just once, but multiple times, ensuring that the quality of the data collected was high and actionable.
Gazala Bohra, Chief Customer Officer at HPFY, expressed immense satisfaction with the level of support provided, highlighting theteam's responsiveness and dedication to ensuring that HPFY's needs were met.The stellar support from Shopperstream played a crucial role in the success of this project.
The collaboration between HPFY and Shopperstream has proven to be highly successful. The Feedback Tool has empowered HPFY to gain deeper insights into customer behavior, address issues that were previously hidden, and ultimately improve their conversion rates. With the continued support of Shopperstream (by ResellerRatings) , HPFY is well-positioned to enhance their customer experience and drive further growth. By securing this second chance to win back these customers, the brand not only enhanced their sales potential but also strengthened their customer relationship strategy. This approach underscores the value of leveraging customer feedback and personalized outreach in the competitive online retail landscape.
.png)
