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Improving Shopify's customer experience using KARTE - from 10,000 yen per month

You can entrust web customer service operations to us for as little as 10,000 yen per month

Many business owners who run e-commerce websites are probably familiar with a service called KARTE.
KARTE is an integrated platform for improving customer experience (CX) on the web.
KARTE has launched a new service that specializes in e-commerce, allowing you to outsource your web customer service operations for as little as 10,000 yen per month.
It's called KARTE Entry Series for EC .

This article is primarily intended for those who are considering improving customer experience with Shopify.

[Key Points of this Article]

  • Learn about the services offered by KARTE Entry Series for EC
  • Learn about the implementation cases of KARTE Entry Series for EC

What is customer experience anyway?

First, let’s look at what customer experience is. Customer Experience (CX) refers to the experience a customer has when using a product or service.

On an e-commerce site, this applies not only to the purchase, but also to all of the consumer's experiences throughout the entire purchasing process, including the process from gathering information to making a purchase, and even after-sales service.

Why Customer Experience Matters

In the past, EC sites were merely a place to buy things. Consumers mostly used EC sites only to buy specific products.

However, in recent years, there are many EC operators, and the same product can be purchased on multiple EC sites. It has become easier for consumers to compare products, and there are more opportunities to gather information from social media and other sources in addition to the web, which has changed the process leading up to a purchase.

E-commerce sites often use the following formula as a sales equation.

Revenue = Number of visits x Conversion rate x Average customer spending

Of the three indicators, the number of hits has been given the most importance.
No matter how good your product is, if users can't find it, you won't be able to make sales. This way of thinking hasn't changed, and we've received many inquiries from people wanting to improve their customer acquisition strategies.
However, as mentioned above, in recent years, the same products are being sold on multiple sites, and similar products can be found relatively easily. In other words, access is becoming more dispersed.

As a result of distributed access, increasing conversion rates is more important than ever. So what do consumers prioritize when making purchase decisions?
There are various types of customers, such as those who prioritize price, those who prioritize delivery time, those who prioritize support before purchasing, and those who prioritize after-sales service.
Customer experience is becoming increasingly important in driving these consumers' purchasing decisions.

Want to start improving customer experience easily?

KARTE is a CX platform supported by many e-commerce businesses.
However, for businesses that have just started their e-commerce business with Shopify, suddenly introducing a full-price service can be a big hurdle.
That's why we have introduced the new Entry Series for EC.
Entry Series for EC allows you to install the proven best practices of web customer service on your own company using KARTE. In addition, you can rely on us to carry out data-based improvements, such as A/B testing and behavioral data.

Features of the Entry Series for EC

KARTE Features Effective web customer service without know-how

No know-how required

We have implemented web customer service scenarios that have been effective in hundreds of companies for various issues.

Features of KARTE Leave the setup and operation to the professionals

No resources required

Leave the setup, operation, and reporting to the professionals. Always reflects the latest industry knowledge.

KARTE Features Starting from 10,000 yen per month

Start small

Starting from 10,000 yen per month (including operation) A fee structure that can be expanded according to usage

Entry Series for EC features (only a partial introduction)

Cart Package

Packed with all of KARTE's knowledge on cart abandonment prevention, this solution is focused on improving the cart experience

Abandoned cart prevention

Installed more than 10 scenarios from other companies that have proven track records in cart abandonment prevention

Example scenario for cart abandonment prevention

An example of a Cart Package scenario

Campaign Boost

Deliver promotional campaigns to the right users at the right time.
Minimize costs and maximize response.

Deliver campaigns to the right people at the right time
Campaign Boost Scenario Example

Example of a Campaign Boost scenario

Search Assist

Users abandon the site because they get zero hits or cannot find the right search term.

Search Assist Scenario Example

Example of a Search Assist scenario

Featured Items

Stores and staff will provide timely recommendations on trendy products.
Introducing products with a human touch encourages purchasing.

Pickup item scenario example

An example of a scenario for a pickup item

Reporting

Various summaries can be checked using dedicated reports.
You can also control fees by automatically pausing campaigns when your budget is exceeded.

Reporting

Report screen

Comparison with KARTE

KARTE Entry Series for EC
Services offered Platform (Fully Featured) Scenario package (only required functions)
Operation/settings body Customers PLAID Managed Team
Degrees of freedom expensive Low (random)
cost Platform usage fee 10,000 yen per month + handling fee
Scalability expensive expensive
Team Status Securing resources as a key initiative I would like to start once I have secured the resources.
Getting started Marketing Environment Update Start small

Comparison table between KARTE and Entry Series for EC

Relationship between sales contribution and costs of Entry Series for EC

The graph below shows the average value for participating companies in June 2022 (average monthly sales of over 10 million yen).
It can be seen that by using KARTE for online customer service, sales increase by an average of 12%, and the associated commission is a very low 0.1% of total sales, achieving this increase in sales.

Relationship between sales contribution and costs

Relationship between sales contribution and costs

*Revenues from ads refer to view-through conversions. Revenues from ads from ads account for 4% of total sales.
*These are past performance results and are not a guarantee of results. *Source: PLAID, Inc.

Operational effectiveness and ongoing value of the Entry Series for EC

This is the result of examining the need for operational improvements on a certain e-commerce site.
When no improvements were made for three months, the CVR (conversion rate) gradually decreased, but after the measures were implemented, the CVR gradually improved, and by the sixth month (three months after the measures were started), the CVR had increased by 1.36 times.
On the other hand, the commission fee is only 1.1 times higher, and we found that the cost performance can be further improved through continuous improvements. Again, no operation is required on the part of the business operator during this period.

Operational effectiveness and continuing value

Operational effectiveness and continuing value

*These are past performance results and are not a guarantee of results. *Source: PLAID, Inc.

You can migrate to KARTE in the future

There's no longer any need to blindly add more tools and services or replace them for each phase.
By simply deploying the Entry Series for EC package, customer data will be accumulated in KARTE, and a marketing foundation based on customer experience will be built.
During the business expansion phase, you can migrate directly from the Entry Series to KARTE.

Phase 1
Start working on site conversions
Phase 2
In-house/advanced improvement cycle based on customer understanding
Phase 3
Improve CX from every customer's perspective based on customer behavior data
Customer situation
  • Looking for the next step to attract customers and increase sales
  • Improving websites and user experiences has become a more important issue
  • I want to work on improvements based on understanding customers
  • Making the most of your customer data from every customer perspective
  • We want to provide a consistent brand experience
Implementation Services Entry Series for EC KARTE KARTE + Datahub

Services that can be expanded for each phase of your EC site

Entry Series for EC Case Studies

Example 1. Welcome message

Welcome message on first visit

assignment

Users who visit for the first time are considered to have a high level of enthusiasm for the site, but their purpose is unclear because there is no record of their past actions. If appropriate customer service is not provided, the dropout rate will be high.

Measures

A welcome message that simply appeals to first-time visitors about the benefits of your site

result

CVR +356%

Results of A/B testing with and without implementation

Example 2. Recommended item pick-up

Recommended Item Pickup

assignment

On the product list page, users are unsure of which product to choose, resulting in a high bounce rate.

Measures

Pick up and display recommended items in the genre you are currently interested in

result

CVR +27.3%

Results of A/B testing with and without implementation

Example 3. New Item Pickup

New Item Pickup

assignment

The same content is displayed every time.
I want to improve my bounce rate by picking out new items that are currently recommended and communicating them to users.

Measures

Pick up popular new items and promote them (embedded)

result

CVR +72%

Results of A/B testing with and without implementation

Example 4. Displaying coupons on product pages

Embed coupons on product pages

assignment

I want to promote countdown time sales, campaigns, and coupon information on my product pages.

Measures

Embed coupons on product pages

result

CVR +10%

Results of A/B testing with and without implementation

Example 5. Gamification (lottery)

Gamification

assignment

We were at a loss as to how to maximize the effectiveness of the campaign period.

Measures

Implement a gamification coupon campaign to encourage users to enjoy shopping by holding a lottery that can be drawn once a day.

result

147CV earned over 3 days

(Normally, 3-day average is 40CV)

Example 6. Free shipping line & recommended products

Free shipping banner display

assignment

It is difficult to tell whether the total amount of the items in the cart is free of shipping charges, which is one of the factors that increases the rate of cart abandonment.

Measures

A banner is displayed informing customers of the free shipping line and also recommending recommended products.

result

CVR +31.4%

Results of A/B testing with and without implementation

Example 7. Displaying FAQs during the purchase process

FAQ on the cart page

assignment

After proceeding with the purchase, customers often have questions about shipping, delivery, cancellation conditions, etc. that go unresolved, which is one of the reasons why customers abandon their shopping cart.

Measures

Display frequently asked questions when shopping in FAQ

result

CVR +58.5%

Results of A/B testing with and without implementation

Example 8. Abandoned cart step email

Abandoned cart step email

assignment

The cart abandonment rate is high, resulting in many lost opportunities.

Measures

Abandoned cart step email

result

Open rate 80% CVR 25%

*All case data compiled by PLAID, Inc.

About KARTE

KARTE understands all data as a person and creates customer-centric experiences from the customer's perspective.

CX improvement platform KARTE

There are generalized templates based on case studies implemented by many e-commerce businesses, so you can use past success stories as is.

Examples of companies using KARTE

*Calculated by dividing the total number of websites and smartphone apps introduced in each industry as of the end of September 2020 by the total number of websites and smartphone apps introduced across all industries. *Source: PLAID, Inc.

Summary of Entry Series for EC

  • Starting from 10,000 yen per month
  • Leave all the setup and operation to us
  • Only policy scenarios that have a proven track record of success in the past are included
  • You can migrate directly to KARTE in the future.

For those considering introducing Entry Series for EC

You can get started with the same operations that veteran companies and experts in web customer service do, without any specialized knowledge!

If you are considering implementing this service or would like to know more about our services, please contact us using the form below.
For inquiries regarding the Entry Series for EC, the management team at PLAID, Inc. will contact you.

For details on the KARTE Entry Series for EC, click here (link to external website)

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