Oklahoma Embroidery Supply and Design Stitches a Superior Customer Journey with BigCommerce

SOLUTION

Redesigning key features.

While updating OESD’s site, IntuitSolutions saw the opportunity to optimise the homepage and navigation for both the customer experience and the internal OESD team.

To help customers find items more efficiently, the agency redesigned how product categories are displayed on the homepage as well as made navigation updates to category pages.

IntuitSolutions knew OESD wanted the power to update the navigation and homepage to reflect any product updates. This led them to build a page widget customisation that allows the brand to quickly make edits on the fly without disrupting the site’s SEO value.

“We wanted to make sure the OESD team was able to update the homepage on their own without needing a developer on standby while still having the site optimised for SEO,” explained Josh Sperling, Senior Digital Project Manager at IntuitSolutions. “BigCommerce’s ease of use allowed us to create a page widget customisation as well as make specific updates on category pages that improve customer navigation and let the OESD team make changes as needed.”

Offering tailored product recommendations.

To further improve the customer experience, OESD partnered with Klevu to create personalised shopping experiences for customers.

With Klevu’s AI machine learning, products are strategically merchandised for each shopper based on their browsing history, saving them time when it comes to searching for items.

“We are really excited about Klevu’s machine learning aspect because we’ve always wanted to create a personalised customer experience,” remarked Benedict. “Knowing that Klevu’s AI is showing a particular customer exactly what they would be most interested in is a game-changer. We don’t have to guess anymore.”

With Klevu, OESD even has the power to modify the type of products presented to shoppers based on brand or current promotions.

“The OESD internal team can go in and modify those results, such as if they want them all from the same brand or to promote an in-house brand,” explained Dave Hubartt, Solutions and Implementation Lead at Klevu.

Seamlessly showcasing promotional items.

In addition to personalised product recommendations, Klevu enables OESD to promote different items by adding banners or callouts directly to the search bar.

“If someone is searching for Christmas items and a lot of results come up, we can display a banner that lets them click into the Christmas category, where they can view everything,” explained Benedict.

This helps increase the visibility of on-sale or seasonal products, encouraging more shoppers to browse and purchase these items.

“This feature gives you control over doing different promotions. If items go on sale or are seasonal, you can easily promote them,” said Hubarrt.

Learning from consumer interactions.

While Klevu provides several features to enhance the front-end customer experience, its backend analytics dashboard allows the OESD team to learn from consumer behaviours and find new ways to improve the user journey.

“Another cool thing is the analytics behind all the data we're constantly collecting on the website. We see the top search terms and the ones that return no results, showing us where we have holes in our catalogue or good suggestions for new designs to make,” remarked Benedict.

Access to this data has allowed OESD to implement new strategies that better cater to shoppers, further optimising the user experience.

“It's all informative for us as we optimise the site. As we're going forward in business and deciding what to make next, it's a really valuable tool that we've enjoyed jumping into over the past several months since we've been Klevu folks,” said Benedict.