Success Story: Dot & Bo, Growing Online Home Goods Retailer

Success Stories - June 11th, 2014 by Natalie Issa.

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Dot & Bo is a growing online home goods retailer, based in San Francisco’s design district. The company makes curated designs and personalized service accessible to everyone. It serves a large customer base of people looking for a better way to decorate and expecting a highly customized experience.

Check out Dot & Bo’s success story video below, where we interviewed their CEO, Anthony Soohoo!

Challenges

1. In Need of Better Visualization

The downside to Dot & Bo’s fast growth and quickly expanding customer base was that it became hard for the company to maintain a strong grasp of what their customers were doing. They were in need of better visualization of their customer data in order to execute personalized experiences.

2. Real-time Data

The company had a lot of data about their customers, but without real-time context, it was difficult to organize and make use of it.

3. Lack of Centralized, Consistent Data

Because there wasn’t a central point that joined all their customer data, Dot & Bo found that at times the data was not consistent across their organization. This made it difficult for cross-functional teams to collaborate and for data-backed decisions to be made.

Solutions

1. Visualization of Customer Experience

By implementing Woopra, Dot & Bo quickly gained a strong visualization of their customers’ experiences, allowing them to better manage those relationships. They now had a comprehensive profile for every customer, detailing their purchase history, website engagement, and more. This enabled Dot & Bo to execute better customer experiences, such as a 5x faster average customer response time. Where it would sometimes take days to resolve a customer issue, Dot & Bo could now respond within minutes.

2. 200% Increase in Conversions with Funnels

Dot & Bo used Woopra’s Funnels to find rough patches in their conversion process. By visualizing and pinpointing problem areas in Woopra, Dot & Bo uncovered a part of their design that was unknowingly confusing customers. After fixing this area of the design, Dot & Bo saw a 200% increase in conversions.

3. Opinion-based Culture to Data-driven Organization

According to Anthony Soohoo, Dot & Bo’s CEO, Woopra was easy to deploy across their entire organization, giving the whole company a single, consistent set of customer data. Anthony says that this was the most important change that resulted from their implementation of Woopra, as it transformed Dot & Bo from an opinion-based culture to a data-driven organization.

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