Client is an internationally-focused online store that generates eCommerce net sales, achieves the greatest part of its eCommerce net sales in the “Fashion” category. In the Fashion market, it is ranked #22 with US$500m in 2019.
August 2019 – today
Number of testers:
Having analyzed the customer’s comments about e-commerce website on the global feedback websites, we assumed that there may be a list of bugs influencing the customer experience, sales and customer’s loyalty in whole. This became the reason we conducted a sample study of the Russian website of company.
Key customer complaints :
«I use this network for personal purposes only. I don’t understand how they found me there. It is unpleasant.»
«I was driving and did not see the message. Anyway, I wouldn’t be able to adapt myself in half an hour.»
«There is just general number on the site. As a rule, general numbers take much time. I did not call. Probably, there will be a lot of barriers, transferring from one assistant to another, and so on.»
«It was absolutely not clear when they would deliver it. I’ve got several emails, but the date was not specified anywhere.»
«This is the date I did not choose. This is the date they determined.»
«I received a message only in the evening, I wouldn’t even have time to change the delivery date. They arrived that day when I was away. The courier did not call me before, did not specify the date, did not specify if I was at home.»
«An hour is enough to get home. When a courier calls half an hour before – this is inconvenient.»
«After I had been waiting for the courier all day long, I received a message that the delivery failed, with no reasons provided.»
«It seems that they still have some kind of delivery notification system, but it does not work well.»
«I did not find any courier details either.»
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