How Vehikit uses Guided Selling, achieving a higher Conversion Rate and Higher Average Order Value in 7 Countries
- Conversion rate
- +264%
- Average order value
- +51%
- Countries
- 7+
About Vehikit
Vehikit specializes in outfitting and converting commercial vehicles. Through their webshop, they help self-employed individuals and companies easily equip their commercial vehicles with the best and most convenient custom-made fittings. Vehikit has experienced substantial growth in recent years and is now a major European B2B player in the professional van conversion market.
Primary marketing goal
Reduce manual customer contact, increase sales
The challenge
Providing the best possible customer experience in a market where every customer has unique needs
Vehikit offers a wide range of more than 26,000 products and aims to deliver the best possible customer experience and perfect service.
In a market where every customer’s needs are so unique, providing the best possible customer experience is a complex puzzle, and being able to solve that puzzle sets us apart from the rest. Offering personalized advice plays an important role in this. We find that this leads to happier customers and increased revenue. Using guided selling was therefore a logical step for us, allowing us to provide personalized advice more quickly, relieve pressure on our customer support, and increase sales. - Emilie, Marketing Country Coordinator bij Vehikit
The solution
Focus on the unique needs of the customer and provide automated product advice with guided selling
Vehikit: Customers could already enter their license plate number to display only the products suitable for their commercial vehicle, but the choice is still often overwhelming, and we noticed that customers still struggle to choose the right product. This is because, at that moment, we don’t know how and for what purpose the customer intends to use the product. We don’t know what a specific customer finds important, and if we don’t know that, giving the right product advice becomes difficult.
With guided selling, we can focus on the unique needs of the customer and discover what they are looking for. We can ask them why, for what purpose, and how they want to use the product, as well as provide additional information about the options.
We started creating guided selling tools for different product categories, such as paneling, roof racks, and door locks. These are product categories where we notice that customers have difficulty choosing the right product, where we receive many customer inquiries, and where we provide a lot of personal advice.
The great thing about a guided selling tool is that we can also ask customers what they find particularly important and automatically incorporate this into the product advice. For example, if a customer places extra importance on quality, delivery time, or ease of installation when paneling a commercial vehicle, we automatically recommend the products that best match these preferences.
With guided selling, we can focus on the unique needs of each customer and discover what they are looking for. We can ask them why, for what purpose, and how they want to use the product, and based on that, provide the right product advice.
An additional benefit is that we make customers more aware of certain applications and options they hadn’t considered but find important. For instance, whether they want an anti-theft lock that automatically closes when the door is shut (which is often more expensive) or a lock that only closes with a key. By making customers aware of the benefits of an automatic locking mechanism, they start to see its value and are more willing to purchase a more expensive product.
Since all preferences are automatically measured, we gain a better understanding of our customers' needs, allowing us to align product development and our product range accordingly.
The result
+264% higher conversion rate, +51% higher average order value, and a better customer experience
The results are impressive. Users of the guided selling software show a +264% higher conversion rate. The average order value is +51% higher among users of the tool, as customers become more aware of the various product features and thus place more value on them.
“By offering personalized advice, we knew that guided selling would contribute to a better customer experience and naturally expected a higher conversion rate. But these results exceeded our expectations.”
Currently, more than 35 guided selling tools are live across 7 different countries, with many more to come.
We’ve chosen Qonfi because we want to better guide our customers in their choice since we offer a lot of different products (>26000). With Qonfi, we can identify the unique customer needs which enables us to give best product advice for every customer. It also offers us valuable insights to better understand these needs, so that we can optimize our offers accordingly. - Emilie Marketing Country Coordinator Vehikit
