Case Study: Venca achieves 1,900% jump in ratings and customer engagement with Bazaarvoice Conversations

Venca’s Online Customer Engagement Rockets By 1900% With Bazaarvoice

Venca, a Barcelona‑based retailer of women's fashion, lingerie and homewares, needed to accelerate its shift from offline to online sales and prove the quality of its service and products. Facing a business that was still largely offline, the company wanted a customer‑centric engagement platform to drive high‑volume ratings and reviews, reduce pressure on call centres, gain actionable product insight and boost organic traffic and conversion.

Venca implemented Bazaarvoice Conversations and the Post Interaction Email (PIE) program, supported by site messaging, email campaigns and star ratings in its catalogue to actively solicit feedback. The result: reviews rose from about 100 to 2,000 submissions per month (a 1,900% increase), online sales grew from 35% to 50% in one year, PIE drives ~30 additional orders per week, and customers who interact with ratings/reviews convert at five times the rate of those who do not. Weekly and monthly reporting also improved CRM, product decisions and marketing ROI.

Venca

Benjamin Lavaine

Venca