Ecommerce Leader Boosts Add-to-Cart Rates by 67% with Innovative Competitive Edge
Technology Category
- Sensors - Gas Sensors
- Sensors - Utility Meters
Applicable Industries
- Consumer Goods
- Retail
Applicable Functions
- Procurement
- Quality Assurance
Use Cases
- Virtual Prototyping & Product Testing
- Visual Quality Detection
Services
- Testing & Certification
About The Customer
The customer in this case study is a major ecommerce pioneer, known for using technology to improve the online and mobile shopping experience for its millions of customers. The company is committed to analyzing purchasing patterns and consumer behavior to uncover trends and competitive advantages that can enhance the shopping experience and boost sales. The company's commitment to innovation and customer satisfaction led it to discover the potential of BILT, an app that provides 3D interactive assembly instructions, to transform the post-purchase experience and inspire consumer confidence.
The Challenge
A leading ecommerce company, known for its innovative use of technology to enhance the online and mobile shopping experience for its millions of customers, was looking for ways to affect the buying journey by providing transparency into the post-purchase experience. The company analyzed purchasing patterns on over 12 million products from more than 10,000 brands. The analysis revealed that consumers were gaining confidence in the quality of flat-packed products, but freight and handling charges were a significant deterrent to purchase. Additionally, while an increasing number of products were being reengineered to ship more efficiently, these products often required assembly at home by the consumer. Products requiring complex or intricate assemblies were daunting to consumers and could deter purchases. Returns were also costly to both the vendor and consumer.
The Solution
The ecommerce company discovered that one brand, a world leader in charcoal, gas, and electric outdoor grills, was outperforming others. The best-performing products in this category featured BILT, an app that provides 3D interactive assembly instructions for thousands of consumer products. The BILT platform enables customers to be efficient and successful at even the most complex assembly, with voice and text-guided self-pacing instructions that allow users to zoom, rotate, and see each part of the product from every angle. The retailer decided to test the impact of BILT’s 3D interactive assembly experience by assigning 30 gas grills with BILT assembly instructions to a test group. On these grills’ product information pages, the retailer included images and videos that demonstrated the BILT interactive instructions, hoping to inspire consumer confidence and assure shoppers that the grill company prioritized customer experience in product design and ease of assembly.
Operational Impact
Quantitative Benefit
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