Personalisation is a pivotal customer experience strategy for Specsavers

With 2,000+ physical stores across the globe, the company has grown because of a focus on understanding the customer and delivering products, services, and experiences that create lifetime loyalty

Specsavers wanted explicit insight into why visitors weren’t booking certain appointments on site. In order to do this, they deployed 3 Visitor Pulse Lite surveys for optics and audiology customers to understand why they weren’t booking. For optics the question was, ‘We noticed you did not book an eye test with us today, why was that?’, with 4 options a visitor could choose from.

Conversion Uplifts, a Vision for Success

3,000,000

Online visitors per week

33%

Uplift in adds to favourites

46%

Uplift in vitual try ons

28%

Uplift in appointments booked

CREATING EXPERIENCES

‘Try Before you Buy as a new KPI' 

Highlighting reviews for PDP social proof

By showcasing reviews of products on the product detail pages, Specsavers built confidence and consequently increased their KPIs - adding products to favorites, virtual try ons and booked appointments.

Result:

  • 12 explicit segments were created
  • Insights informed board level decisions

CREATING EXPERIENCES

'Let's help you look' abandonment layer

In order to prevent visitors abandoning without having booked an appointment, Specsavers deployed a sidebar abandonment layer encouraging visitors to book an appointment, or offering a search bar to help the user look and remain on site.

The experience reduced bounce rates, increased engagement and allowed the team to monitor what users were searching. This informed where there were content gaps were and indicated how they could improve the user journey.

Result:

  • 33% uplift in adds to favorites
  • 46% uplift in virtual try ons

CREATING EXPERIENCES

Geo-targeted store drivers for new visitors

When a new visitor to Specsavers lands on site, an experience is deployed with the location of their nearest store and message for them to ‘Book appointment’.

  • 3% uplift in engagement
  • Reduction in bounce rates

Work

Evans Clothing
Multichannel Personalisation
Making data-informed decisions about their entire customer journey Unipro were an integral in Implementing the Qubit technology, which enables the most intelligent understanding of their visitors, the team at Evans can now precisely match each customer with the widest range of personalisation experiences and successfully impact customer behaviour at scale.
CeX
Creating customer lifetime value for CeX
CeX use personalisation to build visitor journeys that create customer lifetime value. CeX wanted to target visitors who had previously shown an interest in out-of-stock products. Any visitor that had viewed an out-of-stock product, in the last 90 days, and returned were shown a ‘back-in-stock’ notification and carousel of product/s that were available to buy again.

GET IN TOUCH TO GET STARTED

Let’s work together!

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Chichester
Ilex Place
Friary Lane
PO19 1UF


Unipro is a limited company registered in England, Company no: 03425326