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Lovehoney improves CX through personalisation

Lovehoney has deployed personalisation technology to help improve online conversion.

Leveraging Monetate and customer experience consultancy LeanConvert, lingerie and adult gift retailer is hoping to drive sales by personalising its online experience.

The technology allows Lovehoney to use live data to inform shoppers how many other customers have viewed the product in the last 24 hours. This “social proof” messaging reassures first-time Lovehoney customers about their product choices.

The e-tailer has already increased its order version rate by 7.37% for new visitors by using advanced segmentation and personalisation techniques to deliver the right content to shoppers at the right time, which helps to prevent basket abandonment.

“We strive to provide world-class service to our prospects and customers in every way, across all channels,” said Matthew Curry, head of eCommerce at Lovehoney. “By using powerful data, insights and personalised experiences, we were able to give existing customers and new visitors the confidence to make their purchases.”

Three quarters of Lovehoney sales come from mobile due to the discrete nature of the technology, according to Lovehoney founder Neal Slateford who spoke to Essentail Retail at the end of 2017.

Customers still value privacy and the top question received by the customer services department is about the discrete nature of the packaging.

“The challenge for us is to get that optimal mobile experience, because our mobile [site] does not convert quite as well as our desktop,” says Slateford. “We are spending a lot on tech and beefing up the technology department.”

RBTE takes place at London’s Olympia, 2-3 May 2018.

You can register to attend here: http://bit.ly/RBTE18_ER

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