FGF Industry – brand Blauer

The solution

Our collaboration with Blauer is based on multiple alignment and support phases that can be directly identified and requested by the brand or agreed upon based on strategic outputs derived from data collection and analysis processes periodically discussed with the eCommerce team.

Thanks to the direct and synergistic interaction between our strategy and IT verticals, we have concentrated our efforts on two main objectives in the last six months (2024).

Firstly, to optimize conversion rates, we revised the user experience and user interface of the shopping cart, resolving friction points in desktop and mobile navigation, and completely redesigned the checkout flow, aligning it with best practices. This resulted in a 17% reduction in the abandonment rate in the first quarter of 2024.

Secondly, we are working on enhancing the online returns process. This involves simplifying and clarifying communication about the returns process while aiming to reduce the impact of returns on overall revenue.

Specifically:

• implemented front-end developments in the self-service returns panel and the help area, added dynamic specifications based on the user’s shipping address,
• created informational landing pages about the returns process,
• optimized the content of transactional emails,
• improved technical SEO.

Results

We actively work with the brand to explore strategic solutions that optimize the sales process, aiming to reduce product returns while improving the accessibility and usefulness of resources to help customers find the right size on the first try.

We are also exploring the potential of artificial intelligence (AI) in the context of customer care. Blauer’s goal is to further improve the customer experience by offering a more efficient and personalized service. AI will enable us to analyze customer data to offer more timely support, better understand individual needs and preferences, and provide tailored responses and solutions, enhancing customer satisfaction and loyalty.

Furthermore, leveraging predictive analytics, the idea is to anticipate customers’ future needs and address potential issues proactively. This approach not only resolves problems before they become critical but also demonstrates a proactive commitment to caring for Blauer’s customers.