Case Study: Castorama achieves major conversion and online revenue gains with Bazaarvoice Conversations

Castorama Boosts Its Ecommerce Platform By Developing A Social Strategy With Bazaarvoice

Castorama, a leading French DIY and home‑improvement retailer with more than 100 stores and a major ecommerce site, faced the challenge of giving online shoppers the practical information and reassurance they need to buy — answers about assembly, tools and whether to hire help — to turn visitors into customers.

By implementing Bazaarvoice Conversations, a post‑interaction email program and Facebook integration, Castorama increased review volume by 170% (Jan 2011–Jan 2012), saw conversion rates for review readers rise 233%, and found 14.9% of orders followed interactions with reviews (accounting for 19% of online revenue). The company also replies to more than 20% of reviews, uses feedback to improve products (including redesigning a problematic shower kit) and leverages reviews to boost customer satisfaction and sales.

Castorama

Patricia Delhomme

eMarketing Manager, Castorama