How Pearl iZUMi converted 30% of chatting shoppers
Pearl iZUMi is a leader in manufacturing high-performance cycling gear and apparel based in Louisville, Colorado. Renowned for its unwavering commitment to quality and innovation, the brand continually pushes the boundaries of what’s possible for cycling athletes of every caliber.
Results
Pearl iZUMi's eight-week A/B test proves that shoppers who chat buy more.
24% ↑
30%
8s
Overview
Pearl iZUMi is a leader in manufacturing high-performance cycling gear and apparel based in Louisville, Colorado. Renowned for its unwavering commitment to quality and innovation, the brand continually pushes the boundaries of what’s possible for cycling athletes of every caliber.
Situation
The eCommerce market for sports apparel companies like Pearl iZUMi was becoming saturated. To compete in this highly niche terrain, the company needed to give shoppers the same kind of hyper-personalized experience they’d get in a physical store, only on its website.
Solution & Results
To help quantify the revenue lift that Remark provides, Pearl iZUMi embarked on an exploratory A/B test. Remark offered its expert chat experience to half of Pearl iZUMi’s audience for eight weeks. The remaining half of web traffic was considered a Control group and received no change from standard operation. While other qualitative benefits were observed, our main objective with this test was to quantitatively prove the efficacy of Remark’s tooling for driving new revenue.
To answer the company’s need for tailored, high-touch service and prove the efficacy of our chat tool, Remark conducted an eight-week A/B test where half of Pearl iZUMi’s audience was given a chat experience and the other half was not. Shoppers could opt into the chat at any point in their journey, connecting them to live brand experts 24-7.
In less than two months, Pearl iZUMi made incredible gains from shoppers who had access to Remark’s chat window, including:
- 8% increase in overall revenue
- 30% more shoppers converted
- 24% higher Average Order Value
- 7x ROI (every dollar spent with Remark resulted in seven dollars in net new revenue)
- 8-second shopper-to-expert pairing time (industry average: 11 minutes)
Parting words
Remark’s human-authored and human-generated content proved that buying gear online could give customers the same—if not a better—experience as in a retail store. Beyond the impressive 8% boost in revenue and 24% AOV lift, Pearl iZUMi received countless positive reviews, earning them a 97% average CSAT score.
What Pearl iZUMi shoppers have said:
“Amazing that I got a real person at this time of the night. Ellie was helpful and did some research to help me make a decision on shoes!”
“Derek was great to chat with and was really knowledgeable and quickly got me the information I was looking for.”
"Ellie G answered on a Saturday at 9:45p CT. TY so much!"
"Good to chat with a human being, for a change!"
"GREAT interaction. Knowledgeable and very prompt. I am going to order the gloves that were recommended."
