Case Study: Staples enhances customer experience with giosg Interaction Builder

Staples Enhances Customer Experience and Website Navigation

Staples, the office supplies retailer, wanted to improve its Finnish eCommerce site as part of a broader digital strategy. With slow customer service, a weak search function, checkout friction, and confusing mirrored site behavior, the company needed a fast, user-friendly fix without launching a major IT project. Giosg’s Interaction Builder was chosen to help address these online store challenges.

Giosg implemented interactive, visual elements that guided shoppers, explained search usage, reminded customers to enter product reference numbers at checkout, and improved navigation through the site’s side panel. The results were a better customer experience and fewer repetitive support contacts about the same website issues, allowing Staples’ service team to focus on more important inquiries. Staples also reported that the solution was easy, efficient, and cost-effective, and plans to use Giosg to solve additional support challenges.

Staples

Ina Mickelsson

Ecommerce Manager