How Customer Journey Optimization Helps BiGDUG Win

2004 Founded
#1 UK’s storage solutions provider
1000+ SKUs

BiGDUG makes each customer interaction personal

With thousands of products and new visitors to the site each day, BiGDUG embraces the power of AI-driven personalization to create memorable experiences for every customer. Using Coveo’s AI customer journey tools, the company boosted customer engagement, beginning with the homepage, before expanding to drop-down categories and product detail pages, too.

This proven approach to customer journey mapping not only created an exceptional customer experience, it made things easier for BiGDUG’s ecommerce teams. They were able to focus resources on the things that were most important, like updating 1:1 customer engagement points and keeping an eye on product promotions across the website.

BigDUG is the UK’s leading provider of storage solutions and a top destination for moving supplies. The company partnered with Coveo in 2014, relying on world-class technology to turn artificial intelligence insights into an excellent customer experience.

Personalized content
homepage banner

Problem: Changes to the homepage required heavy reliance on development teams and wasn’t a quick or responsive experience.

Solution: Personalized content on the homepage allowed ecommerce teams to quickly change up key areas of the website without using precious developer resources. The Personalized Content block became an easy thing to update as needed to highlight products, promotions, and other content relevant to the customer journey.

↑2.82%

revenue per visitor (RPV).

Category drop-down
best sellers

Problem:A large product catalog left buyers unsure where to start, and new or popular products had no way of standing out in the sea of options.

Solution:Best Sellers were deployed in the drop-down navigation menu, helping the most popular items surface out of a catalog of many possible products. The prominent display in high-traffic areas of the site generated more interest in already-popular products. Not only did this help promote select items, but the “Most Popular” call-out used social proof and the wisdom of the crowd to nudge customer behavior toward a sale.

↑3.9%

revenue per visitor (RPV).

Better user experience
with 1:1 digital marketing

The ecommerce team at BiGDUG enhanced the user journey with a responsive web design that encourages engagement. They understood that customers often start each purchase by visiting the homepage and using navigation buttons. Coveo’s fine-tuning of these components enabled customers to find what they were looking for at each touchpoint. Customer loyalty increased, and BiGDUG could boost its reputation and a problem-solving brand.

Relevancy is key to the success of an ecommerce strategy. If you’re not able to deliver relevant products and offers to onsite customers, you’re going to fail. Coveo enables us to deliver that relevance to each and every visitor, helping us to drive loyalty beyond just the first purchase.

Steve Wighton

Ecommerce Manager

Take a look inside

How BiGDUG uses Coveo and data analytics for product recommendations that both improve customer satisfaction and boost sales. (Page 3)
How BiGDUG uses social proof to empower buyers to find the right popular product and feel confident in their purchase. (Page 4)
How Coveo’s new visitor homepage solution improves customer journey management by educating customers on BiGDUG's mission. (Page 5)