Elektroimportøren Refines Omnichannel Strategy with Robust Customer Data

Elektroimportøren is rapidly scaling its business, owing its accelerated growth to a well-executed omnichannel approach.

Dominating the Norwegian Market

Elektroimportøren has emerged as a market leader in Norway for electrical equipment, heating, and lighting solutions, primarily due to its effective omnichannel strategy.

“We place a high emphasis on user experience and strive to enhance the customer journey,” explains Erik Hegerlund, eCommerce Manager at Elektroimportøren.

Importance of Website Performance

“In recent years, we’ve concentrated on enhancing the customer journey by optimizing website speed, revamping the checkout process, and improving the search engine. Additionally, we’ve streamlined delivery times and simplified in-store product collection,” Hegerlund elaborates.

Quality Content is Key Online

The team is also focused on providing high-quality content. “We are experts in selling intricate products. Hence, we invest significantly in educational content like product videos, guides, high-resolution images, and documentation,” adds Hegerlund.

Utilizing Lipscore for Customer Reviews

“Before Lipscore, we used a homegrown solution. The switch has increased the number of product reviews we receive and has also sped up our website,” shares Hegerlund.

Leveraging Reviews for Product Insights

Through Lipscore, Elektroimportøren can easily determine which products meet quality expectations and which need to be phased out. “We now have comprehensive insights into customer satisfaction levels regarding our products. Any negative reviews are immediately addressed by our category and supplier departments,” Hegerlund notes.

Monitoring Overall Customer Satisfaction

The company also uses Lipscore to track overall customer satisfaction. “If shipping issues arise, we directly communicate with our shipping vendors. Should a store receive a rating below three stars, an automatic email is triggered from our CEO, soliciting customer feedback,” he explains.

Addressing Frequently Asked Questions (FAQs)

To handle recurring customer inquiries, Elektroimportøren uses Lipscore’s FAQ module. “We integrated this with our customer service platform, ITX, to ensure rapid response times. This all-in-one solution manages all customer touchpoints, including social media, website queries, product reviews, chat, email, and phone, offering a seamless customer service experience,” concludes Hegerlund.

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