Home & Garden Case Study.

01
Industry

Building Materials

02
Challenge

Expand ecommerce presence and grow consumer base.

03
Solution

Incorporate UGC to enhance the customer experience through display of authentic customer feedback and images on product pages, and leverage insights to boost buyer confidence.

04
Results

Following launch, the company was able to collect 195 reviews in the first 7 months with an average rating of 4.47 stars. This year, Home Outlet also expects to see the doubling of its online business year-over-year.

Best Practice Recommendations Lead to More Reviews

Home Outlet went live with Reviews Junction in January 2020. Following launch, the company was able to collect 195 reviews in the first 7 months with an average rating of 4.47 stars. By proactively sending customers emails post-purchase to solicit reviews, Home Outlet was able to add 151 reviews to the tally.
Reviews Junction reporting shows us exactly the level of interactions with reviews and imagery, so we can see it absolutely is having a positive impact. I appreciate how the Reviews Junction customer success team is always passing along best practices and recommendations to improve – almost always at no additional cost,” said Chastain. “We saw an immediate increase in the number of reviews coming in as a result of these recommendations, which has continued to enhance our return on investment.”
One of the recommendations was to offer reviewers entry into a sweepstakes to generate more review content in a cost-effective way. Sweepstakes are proven to improve review generation by up to 100% and Reviews Junction makes the process of sweepstakes implementation easy; all Reviews Junction customers are able to use the $1,000 Reviews Junction Sweepstakes program to incentivize customers (i.e. one prize for all participants from all brands and retailers). The cost is covered by Reviews Junction and the prize is refreshed every six weeks. “We gave the sweepstakes a go and we love it,” said Chastain.

Reviews Content Helping Propel Company Growth

At Home Outlet, user generated content is driving the entire business forward. All 1-star and 5-star reviews are passed along to the company’s Marketing, Customer Service, and Purchasing teams. Highly-rated products are promoted in marketing communications, while poor reviews are evaluated to determine the root cause of dissatisfaction with the experience – such as a lack of consumer understanding about proper implementation, which may offer an opportunity to educate a frustrated customer or to have them return the product for a refund. If multiple reviews indicate a product doesn’t meet customers’ standards or expectations, the company’s Purchasing department investigates and/or may opt to drop the product from the purchasing schedule.
By leveraging insights from user-generated content, the company can safeguard customer and product satisfaction – key to supporting revenue growth. The combination of COVID influencing shifting buying behaviors and the addition of ratings and reviews is helping build the company’s online business; this year the company expects to achieve a major milestone – the doubling of its online business year-over-year.

Working in Lockstep with Home Outlet to Bolster Success

Moving forward, Home Outlet will work to implement SMS review collection. This was a Reviews Junction recommendation since the company’s data shows that 63% of Home Outlet shoppers have used a mobile device to write a review. SMS is a powerful review collection method industry-wide, with Reviews Junction best-practice methods resulting in a 98% open rate and a 45% conversion rate. Reviews Junction has validated review collection via text message results in an 87% opt-in rate – or a four-fold response rate.
As well, the company plans to implement Reviews Junction Q&A software, which enables brands to showcase consumers’ frequently asked questions and answers right at the point of purchase. This function has been found to significantly increase conversion and drive traffic to product pages. On average, when a product goes from displaying 0 answers to at least one answer, brands and retailers see an 88% lift in traffic and an 82% lift in conversion for that product.
“We chose wisely. The relationship we have with Reviews Junction feels very personal. I have a team I can rely on and this empowers us to allocate our internal resources to other areas of the business. We will be customers for a very long time.”

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