Industry
eCommerce
eCommerce
Community Design & Development
Global
An established eCommerce brand with millions of users wanted to improve its online community. The goal was to enhance user engagement and create a more seamless experience for their large customer base. They needed an online community that reflected their brand better and addressed their users’ needs more effectively. We worked closely with them to update their platform, streamline its features, and help boost overall performance.
The customer is a major eCommerce player with over 1.75 million users. Its app store offers over 7,000 applications designed to help businesses of all sizes grow. The platform’s focus on customer success and innovative solutions has made it a key player in the market.
While the customer had a solid user base, their existing community platform wasn’t delivering the experience their users expected. Challenges like low engagement, slow response times, and lack of streamlined interactions were hindering community growth. With growing user demands for faster, more efficient communication and a community experience that reflected their brand, they needed a solution to address these gaps.
The main goal was to overhaul the community platform to boost user engagement, improve response times, and streamline the overall experience. The customer wanted a platform that would offer better visibility for unanswered posts, faster load times, and a more intuitive design that aligned with their branding. They also wanted to improve event registrations and deliver multilingual support.
We worked closely with the customer to address each of their challenges and implemented the following changes:
We added the All Unanswered Post Tool, making it easier for users to see and engage with unresolved queries.
We introduced a model that allowed users to access data relevant to their specific role or profile.
We optimized the platform’s load speed, improving the overall user experience.
We added a Bulk Topic Archive Tool, allowing topics to be archived quickly, with support for multiple languages.
We integrated the Splash tool to simplify event sign-ups and increase participation.
We customized the platform with a Label Tool, allowing easy management of community labels.
Increase in Event Registrations
Savings in Costs from Fewer API Calls
Localized Blog Posts Published in Nine Languages
Topics Archived with Multilingual Support
Boost in User Engagement
The platform overhaul resulted in a faster, more engaging, and easier-to-navigate community. The customer saw a noticeable increase in event registrations, a significant improvement in user engagement, and better cost efficiency. The updates made the community more aligned with their brand and responsive to user needs, ultimately improving their online presence. This project improved user experience and helped the customer maintain their position as a leader in the eCommerce space.
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