Case Study: Feelunique achieves 4x conversion uplift and 30% higher AOV with iAdvize conversational commerce

Feelunique Are Passionate About Creating A Joined Up Customer Experience

Feelunique, Europe’s largest online beauty retailer, faced the challenge of supporting high website traffic while creating a joined-up digital customer experience that delivers the right help at the right time. They needed to route pre- and post-sale inquiries to the appropriate team—customer care or beauty experts—to reduce friction and improve purchase confidence.

Feelunique implemented iAdvize’s conversational commerce platform (web and mobile), using a scoring system and targeting engine to connect customers to the right agents in real time; about 10 agents are typically online. The result: a 4x increase in conversion rate, a 30% rise in average order value, an 81.5% customer satisfaction rate, fewer post-sale queries and stronger customer loyalty.

Feelunique

Tom Newbald

Marketing & Customer Experience Director