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Why are some ecommerce websites more successful than others? Is it the design or the story behind the brand? Do some hidden functionalities compel users to complete their orders and keep coming back for more? In order to answer these questions, let’s first consider the following scenario. UX designers assure you that your website is …

Online mystery shopping: Dispel the mystery and improve your ecommerce’s performance Read More

Impulse buying has been a tried and trusted tactic of bricks and mortar stores to boost revenue for decades, but many online retailers fail to implement the strategy in the eCommerce environment. Some online store owners may have trouble visualising how the real world flow of impulse buying and its many psychological subtleties translates into …

Ecommerce Impulse Buying Strategies Read More

It’s no secret that the COVID-19 pandemic has accelerated the digitalization process in a number of fields, including the retail industry. According to experts, online shopping penetration has risen from 15.8% in 2019 to 21.3% in 2021. When brick-and-mortar shops were forced to close or offline shopping was heavily restricted, having a solid online platform …

Customer buying behaviours online vs offline. Read More

Online stores are supposed to provide the perfect shopping experience. After all, there are no broken shopping carts, no misplaced products, and no aisles to get lost in while looking for the checkout. Right? Well, unfortunately, e-commerce businesses tend to mimic the real-life shopping experience a little too accurately, and it’s not uncommon to find …

How to properly structure your shop’s product categories Read More

CASE STUDIES

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Musical Instrument Store

Mobile revenue up!

Around half of this stores activity was through mobile. This was for both revenue and traffic. However, the desktop converted 1.5% better. The Pulse Mystery Shop showed a weakness in two main areas, the cart on mobile and overall navigation issues for both desktop and mobile. 

This store has addressed mobile navigation only. By making it easier for customer to find the products on mobile, the store increased mobile revenue 3 fold. Sessions for site search usage went from 1.89% to 9.47%.

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Spare Parts

Higher revenues & conversion rates

The homepage was this stores highest trafficked landing page, but as a launching off point to the rest of the website it was suffering. We took the highest searched terms through site search usage and created homepage tiles to assist users in getting to where they wanted to go as soon as possible. We also de-optimised the homepage for phrases that were not bringing the client any revenue, freeing up space on the page to focus on driving sales.
 
Improving the homepage as a launching point for users entering the funnel and optimising for more accurate search terms led to a 26% drop in sessions but a 97.34% increase in revenue and a 144% increase in Ecommerce Conversion Rate. This proves that traffic now entering the site is far more qualified and worth more to the client.
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Pet Store

Better revenue, better conversions!

Mobile sessions dominated this online stores activity however there were large bottlenecks and distractions on mobile which was causing a poor buying experience.  The site was hard to navigate and distracting.

A mystery shop identified that by simplifying the entire purchase process increased this stores revenue by 94%, shifting the ecommerce conversion rate by 1.15%. We compared the buying to journey to what you would experience in a physical store and it wasn't hard to then prioritise what needed to be done first. Relocating the most popular searched categories higher in the navigation is beneficial for both the user and Google.

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Household Accessories

Transparency is trust!

There is nothing worse than starting the purchasing journey through a store only to find out the cost of shipping after you have found your product. By refining this stores' fulfillment messaging we helped them to increase their transactions by 28%. Having clear messaging throughout the buying journey improves the transparency to your customers and at no matter their entry point to your site, their questions are answered.

No matter the industry the buying behaviour of your customers has common needs. They want to get to the product they are looking for easily, what is the shipping, can the item be returned and is the site secure. Here are some of the online stores we helped grow their revenue. Take a look at what changes were made to the buying journey and signals. maybe you are doing the same thing?

SUPERCHARGE YOUR ONLINE STORE

Let’s talk about how Pulse Mystery Shoppers can help you better understand your customers and generate more revenue

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