Case Study: 1-800 Contacts achieves 4.3% mobile conversion lift and 115% annual ROI with ClickTale

1-800 Contacts - Customer Case Study

1-800 Contacts, the largest U.S. online retailer of contact lenses, needed to make ordering as fast and friction-free as possible across web, mobile and call-center channels to maximize new sales, repeat business and lifetime value. Traditional analytics showed where problems occurred but not why, leaving order-entry and mobile conversion issues unresolved despite high traffic and strong analytics expertise.

Using Clicktale’s session replays, heatmaps and form analytics—tightly integrated with Adobe Analytics and optimization tools—1-800 Contacts identified hidden friction (CTAs falling below the fold, unclear “or” language, a distracting promotional header) and made simple fixes. Those changes produced measurable gains: a 4.3% lift in mobile conversions within two weeks and a 115% annual ROI in under two months, while improving order completion rates, customer experience and long-term revenue.

1-800 Contacts

Justin Olson

Vice President, Digital Commerce