How Qub achieves a +19% Increase in Revenue and Reduces Customer Contact with automatic Product Advice
- Conversion rate
- +255%
- Average order value
- +23%
About Qub Railverlichting
Qub.nl is a Dutch brand specializing in track lighting. Qub manages the entire distribution chain, from design to sales. Qub sells its own products online to both individual and business customers, aiming to help customers find and purchase the perfect lighting for their home or business premises. They strive to achieve this by offering advice and providing a clear webshop, making it easy to purchase the right product that meets customers' needs.
Primary marketing goal
Less manual customer contact, more sales
The challenge
Helping customers find the perfect lamp automatically in a vast selection and consistently increasing the conversion rate
Despite these efforts, Qub finds that customers still have difficulty finding the right product. There is also a growing demand for customers to customize products to their specifications. This results in a lot of customer contact, both before and after the purchase. Moreover, Qub operates in a market where competition is increasing and margins are tight.
As a result, Qub faces the following challenges:
- Qub operates in a competitive market with tight margins. How can we consistently and scalably increase the conversion rate?
- High volume of customer contact. How can we reduce this, both before and after the purchase? How can we ensure that customers have as few questions as possible and can find the right product for their needs on their own?
The solution
Using a guided selling tool where customers automatically receive the right advice tailored to their applications and needs
Qub uses Qonfi to create and implement guided software on their website. With this tool, Qub can automatically engage in a conversation with their customers. It enables them to discover the customer's needs and find out what the customer wants to use a lamp for.
With Qonfi, Qub can focus on applications that are familiar to the customer without requiring them to have specific product knowledge or make selections based on complex product specifications. The guided selling tool also allows Qub to ask additional questions, helping customers become aware of certain applications and the associated product features.
This enables Qub to achieve upsells, as customers understand the value of more expensive product features. Once the customer’s needs are mapped out, the tool automatically recommends the product that best fits those needs.
Allow customers to create their own product bundles, which are directly added to the shopping cart
To automatically recommend the right products to customers with custom requests, Qub's customers can use Qonfi to create their own product bundles. For example, customers can specify how many meters of lighting they want, how many spots they need, and in what shape. The result is a recommended product bundle. After creating the bundle, it can be directly added to the shopping cart.
The result
+255% higher conversion rate, +23% higher average order value, and reduced customer contact
The implementation of guided seling has shown great results at Qub. Users of the guided selling tool have a +255% higher conversion rate, their average order value is +23% higher, and Qub experiences significantly less customer contact. Moreover, Qub now has a clearer understanding of customer needs and uses the insights from guided selling to further optimize their product offering and customer journey.
The results are excellent. What stood out to me the most was the outstanding customer service from Qonfi. The team is very helpful and truly thinks along with you. Additionally, the process of designing and implementing with Qonfi is simple and efficient. - Koen Leferink E-commerce Qub
