Customer story
How Jude reduced their bounce rate on site by 50%
Using Sourcerie to truly understand and speak the language of their customers across the entire ecommerce funnel.
10
50%
4.85
The Challenge
Jude, a supplements and lifestyle brand focused on bladder health, wanted to refresh and optimize various parts of their marketing funnel and had identified several areas to focus on, from landing pages to automated CS chat messages. In addition to optimizing their messaging, the team also wanted to identify practical wins to improve the overall customer experience.
The Process
1
Using the Sourcerie intelligence platform, Jude was able to easily analyze their owned reviews, external reviews, and customer service tickets alongside each other to pull out common themes, sentiments and customer personas across data sources.
2
In particular Jude was able to easily see and quantify the medical concerns being voiced by customers, such as the health conditions they have, and what medication they take.
3
This gave the team a clearer understanding of what medical problems their customers came to Jude to solve, as well as identifying potential barriers to purchase.
4
By understanding the needs of their customers through sentiment analysis, Jude was able to reduce the quantity of medical related CS tickets and create a quantified rationale for what caused negative reviews - and actioning fixes fast.
The Result
An improved understanding of the customer, and an improved conversion rate
The team revised their ‘Science page’ to speak the language of their customers, addressing concerns that they now understood to be barriers to purchase.
This page previously had the largest bounce rate of any on Jude’s website, just one week after implementing these changes, the bounce rate reduced by 50%.
Another key website update was creating a medical chatbot addressing the most common medical enquiries, which reduced the volume of medical customer service tickets and improved medical queries CSAT from 4.5 average to 4.85 on average.
Jude also updated other content channels with their new customer insights, tailoring messaging across ads, landing pages and emails related to the health concerns that were surfaced in the Sourcerie platform.
Lastly, the team updated email flows and triggers to allow customers enough time to see results by using their products, a small tweak that helped increase review scores, simply through harnessing a deeper understanding of their customer types.
