TYLER’S Creates a One-of-a-Kind Customer Experience Online

SOLUTION

Gaining agility and speed on BigCommerce.

The TYLER’S team began looking for a new home for their ecommerce store, and found it on BigCommerce. Working with the BigCommerce team, they were able to migrate over their catalogue and improve internal operations. “Not only did BigCommerce work directly with us,” Dermit explained, “the team was free-flowing with a world of insights into the larger landscape of ecommerce. They played a huge role in guiding and teaching us and have bolstered the team we have here, which has really gotten us to the next level.”

Since originally migrating from Magento to BigCommerce, their team has been able to make a number of improvements and innovations to their ecommerce experience.

Fighting fraud with Bolt.

On their previous platform, TYLER’S was also experiencing challenges when it came to ecommerce fraud. “One day we started to see an increase in fraud and it just kept getting worse,” Dermit explained. “We literally found ourselves spending more time managing fraud than growing our business. The breaking point came when we discovered the software was approving fraudulent transactions and we weren’t catching them until after they shipped.

“So, we were out the credit card processing fee, the product we just shipped, the shipping cost incurred, and we had to refund the money back to the customer of the original account and then get hit again with another credit card transaction fee. When you count the cost, it was considerable. We needed to make a change,” he continued.

Once they were on BigCommerce, the TYLER’S team turned to their Customer Success Manager for help. “They suggested Bolt, which we ultimately chose and it did not disappoint,” said Dermit.

Bolt is a lightning-fast checkout provider that offers customers the ability to checkout with just a single click. Bolt also protects merchants from fraud by using their machine learning tool to search for 200 real-time signals and flag suspicious activity. They offer 100% chargeback protection on qualifying fraudulent chargebacks so customers can stop worrying about fraud and start growing their business.

“BigCommerce and Bolt have been absolutely phenomenal for TYLER’S. Together the two solutions are helping us get our conversion rate up while keeping the fraud rate down,” Dermit explained. “We rely on Bolt’s decision making probably about 99.9% of the time. We trust the software. Going with them is one of the best decisions that we’ve made as a business.”

Creating the best possible customer experience online.

Anyone who’s been inside a TYLER’S storefront knows that they put customer experience front and centre. The sights, the sounds, and the service are all part of what has made TYLER’S the state-wide sensation that it is.

“We want our physical stores to be down to earth,” Dermit said. “We want our customers to feel comfortable with seeing our name and knowing that it’s not just a brand, not just another store they get 20 ads from a week. We want a shop that people can go to and feel comfortable, like home.”

Taking that in-store experience and translating it to ecommerce is no easy feat, but the TYLER’S team has taken a unique approach to customer experience online.

“Just like in our stores, we don’t come right out and annoy you with a million emails or throw social stuff in your face. We create a space where it’s easy for our customers to find what they’re looking for and make a purchase.

“We show off some new brands, new products, put some stuff out there, and let them come to us. A lot of brands nowadays are pushing so hard to constantly be in front of people. But we don’t have to have your attention 24/7. We think the ‘lower frequency, higher impact’ marketing model actually makes our brand stand out more,” Dermit explained.

Improving service across channels.

While managing in-store customer interactions can be done personally, managing customer experience online can be a lot more challenging. You can give your customers all the tools they need to find the right product or answer their own question, but sometimes they still need that personal touch. For a brand like TYLER’S, this level of service is paramount, and they needed to find a tool to help them deliver that customer-centric experience online.

To do this, TYLER’S integrated their online store with Gorgias, a customer support service that helps streamline and centralise customer inquiries. “Our team uses Gorgias to streamline customer inquiries, allowing us to respond with unmatched efficiency and precision,” Dermit explained. “Since integrating Gorgias, we’ve seen a marked improvement in our support response times, leading to increased customer satisfaction and retention. It’s allowed us to significantly enhance the overall online shopping experience for our valued customers.”