Case Study: Back Market doubles repeat orders and boosts revenue and satisfaction with iAdvize's ibbii experts

The story of a successful collaboration between Back Market and iAdvize

Back Market, a marketplace for refurbished phones active across five European countries and the United States, faced the challenge of preserving product quality and delivering a premium, trustworthy customer experience as it scaled. The company needed to boost conversion, availability outside normal hours, customer satisfaction and retention while reassuring buyers about refurbished products.

To solve this, Back Market partnered with iAdvize to launch the ibbii community of curated, paid independent experts who advise visitors via instant messaging. The 24 experts deliver extended availability (59% of contacts occur on weekends or before 9 am/after 6 pm), drive strong outcomes—€70 average revenue per contact, repeat orders twice as high for assisted visitors, and 93.8% customer satisfaction—and the program has been rolled out to Spain, North America and Germany.

Back Market

Guillaume Rouby

Chief Marketing Officer