The ecommerce team has been using a combination of both quantitative and qualitative data to provide a seamless journey to ensure that each and every person finds the products they want and love. Through the use of this data they’ve powered social proof, visitor pulse, abandonment recovery, bespoke experiences and more. Crocus is consistently driving customer lifetime value and loyalty.
Case Study
5 min read
How Crocus is personalizing their customer journey with Coveo AI
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2000 Founded
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4,000+ Plant varieties online
Problem: Customers who expressed interest in an item needed additional confidence to go through with the checkout process.
Solution:Utilizing ‘wisdom of the crowd’ tactics, the Crocus team wanted each individual user to feel confident in their purchase choice. They worked with Coveo to badge products on the description page with the number of times the item had been viewed or purchased within predetermined timeframes, e.g. “viewed 12 times in the last 24 hours.” This created a sense of belonging and helped undecided shoppers commit to a purchase.
↑1.26%
conversion rate
↑3.71%
revenue per visitor
Problem:Customers who left the site without making a purchase were not being re-engaged, resulting in missed opportunities for additional purchases.
Solution:Crocus wanted to re-engage lapsed customers by reminding them what they were looking at when they were last on-site. Using an on-site notification, visitors are welcomed back and shown items saved in their “wheelbarrow.” This results in many clicks on the wheelbarrow for further engagement.
↑1.66%
conversion rate
↑2.96%
revenue per visitor
Take a look inside
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How Crocus uses Coveo to better understand customers through pulse surveys. (Page 3)
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How Crocus and its extensive plant knowledge empower buyers to find recommended products from the product detail page. (Page 4)
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How Crocus incorporates email marketing tactics to boost conversions in new ways. (Page 6)
