Skapetze reaches a Conversion Rate of 35% for Service Popups

About Skapetze

Whether online or offline: Skapetze is passionate about making light an experience. The family business is a well-known specialist for high-quality lighting. In addition to its professional online presence, it also operates the largest lighting studio in Bavaria. This requires not only the right lighting, but also a great deal of expertise. In this respect, more than 40 years of experience in the industry speak for themselves.

Challenge

Pendant lamp, wall lamp or a standard lamp? Warm white or neutral white light sources? To create the right ambience in your own living room, bedroom or garden, you need a lot of information. As laypeople, we are quickly confronted with uncertainties and overwhelmed. Without an appropriate response, there will inevitably be a high abandonment rate among shop visitors.

There is a great need for consultation in the high-quality lighting sector. Skapetze has recognised this. On an area of more than 1,200 m2 , the company presents current lighting trends with a perfectly staged ambience in its stationary shop. In the online shop, too, everything is focused on service – from individual lighting planning to customer service.

Skapetze is looking for ways to better promote the services it offers and to integrate further services into the online shop in order to provide its customers with the best possible support.

• High demand for consultation from customers
• Better promotion of the services offered
• Integration of further services

Approach

From the beginning, Skapetze focused on good service and intensive consultation and was looking for additional service options for its customers. With uptain, the company opted for a tool that expands and relieves customer service across multiple channels.

1. Service Popups for Shopping Cart Abandoners

Skapatze supports visitors throughout the entire website with excellent service. This includes detailed product descriptions and technical details, but also individual lighting planning.

To pick up those visitors who are still unsure, the online shop uses Service Popups. These appear as soon as the uncertainties are so great that the shopping process is abandoned. An individually tailored service offer in the form of Whatsapp, telephone or email service is intended to encourage the visitor to contact the service before finally abandoning the shopping process.

2. Service Emails for Existing Customers

New trends and technologies also lead to uncertainty among existing customers. Since Skapetze also runs a B2B business and accordingly has many existing customers who need new lighting from time to time, they should also be picked up where problems arise.

In contrast to Service Popups, Service Emails are sent after a shopping cart has already been abandoned. Here, too, an individually tailored service offer is made so that the existing customer contacts the service when the opportunity arises and clarifies any questions.

3. Newsletter Popups for visitors who are not ready to buy

Consultation-intensive sectors are often confronted with prospective customers who are in the middle of their research and are not yet ready to be advised personally. They first want to research and compare on their own.

In such cases, Skapetze decides to play out Newsletter Popups. The qualitative newsletter subscribers thus gained receive the newsletter at regular intervals so that they receive relevant information and buy as soon as they are ready.

Thanks to the direct connection to Newsletter2Go, Skapetze starts easily with the Newsletter Popups from uptain.

4. Better promotion of the services already offered

In order to make the existing services on the website more visible, Skapetze also uses so-called Free Text Popups. In these, the individual lighting planning and the lighting studio are advertised.

Because the lighting studio is located in Simbach am Inn in Lower Bavaria and is not accessible to everyone in the DACH region, the Lighting Studio Popup is actively displayed only to those visitors who are within a certain radius.

The Lighting Planning Popup, on the other hand, offers visitors professional online advice, which is why it can be displayed to all visitors.

uptain® ALGORITHM x Skapetze

The uptain® ALGORITHM uses different data to recognise when a visitor is in need of service and what specific service needs exist.

Rüdiger has recently reached retirement age and is moving with his wife into a new flat where they want to feel comfortable. Lighting is particularly important to them for the feel-good atmosphere.

After a brief Google search, Rüdiger came to Skapetze. He finds the lights themselves quite beautiful. He puts something in the shopping cart, but does not complete his purchase yet. Instead, he clicks through informative pages such as category pages. He scrolls to the bottom of the page each time and spends a long time there. As he is still unsure, he wants to abandon the shopping process.

At this moment, an Exit-Intent Popup appears, which is tailored to Rüdiger. The software recognises from the technical details that Rüdiger must be a rather older person. His user behaviour also suggests that he has a strong need for consultation. The Exit-Intent Popup offers Rüdiger an individual lighting planning, which he gladly accepts.

Results

The focus on services in consultation-intensive sectors pays off, as the cooperation between uptain and Skapetze proves: