Recognizing the evolving landscape of eCommerce, Pearl iZUMi partnered with Remark to amplify its dedication to providing an exceptional customer experience. The goal was to create a seamless online shopping journey that goes beyond conventional standards, bringing the same level of personalized shopping guidance traditionally found in retail shops to Pearl Izumi’s direct-to-consumer site.

‍

A/B Framework

To help quantify the revenue lift that Remark provides, Pearl iZUMi embarked on an exploratory A/B test. Remark offered its expert chat experience to half of Pearl iZUMi’s audience for eight weeks. The remaining half of web traffic was considered a Control group and received no change from standard operation. While other qualitative benefits were observed, our main objective with this test was to quantitatively prove the efficacy of Remark’s tooling for driving new revenue.

‍

Results

The A/B test cohorts were tracked for eight weeks from late May to early August with the Control group never seeing the Remark chat window vs. the Test group who was shown the chat. The A/B test yielded the following results:

• The test group saw revenues 8% higher than Control
• The test group saw 30% of chatting shoppers convert to customers.
• The Average Order Value for the test group was 24% higher than the Control group
• Shoppers in the Control group paired with an expert in 8 seconds on average (Industry average: 11 minutes)
• 7x ROI - for every dollar spent with Remark, Pearl iZUMi earned seven dollars in net new revenue

‍

Parting words

Our A/B test demonstrates the effectiveness of Remark’s service in generating revenue by providing expert insight when shoppers need it most. Beyond the impressive 8% increase in overall revenue and a substantial 24% AOV lift, it’s important to note that Remark isn’t just driving the bottom line, but curating an exceptional customer experience.

Countless positive reviews from shoppers and a 97% average CSAT score underscore the importance of providing quick and concise pre-purchase support to shoppers. Purchasing gear online shouldn’t be a compromise in 2024. Give shoppers the hyper-personalized experience that they deserve.

‍
What Pearl iZUMi shoppers have said:

“Amazing that I got a real person at this time of the night. Ellie was helpful and did some research to help me make a decision on shoes!”

‍

“Derek was great to chat with and was really knowledgeable and quickly got me the information I was looking for.”

‍

"Ellie G answered on a Saturday at 9:45p CT. TY so much!"

‍

"Good to chat with a human being, for a change!"

‍

"GREAT interaction.  Knowledgeable and very prompt.  I am going to order the gloves that were recommended."

‍

‍