Discover how Uhip, a Swedish outdoor clothing brand, minimized customer inquiries by implementing product reviews through Lipscore. Explore the impact of real customer feedback on their product development and marketing.
Founded in 2011, Uhip designs high-quality, functional outdoor clothing primarily for equestrians and pet enthusiasts. With a growing customer base using the clothing outside of stables, Uhip’s main markets are currently Sweden, Germany, Finland, and Great Britain. The company employs Litium’s e-commerce platform to facilitate global sales.
Martina, a Conversion Specialist at Uhip, shares that the company initiated customer reviews to display their customer’s high level of satisfaction. “We have fantastic customers who often reach out to express their happiness. We wanted to amplify these voices,” she says. Uhip also saw the opportunity to reduce repetitive questions to their customer service by publishing customer reviews.
Since adopting Lipscore, Uhip has witnessed a significant drop in product-related questions. Martina attributes this decline to the transparency that customer reviews offer. Not only do the reviews allow customers to share experiences, but they also inform Uhip’s product descriptions. “For example, if a product is universally praised for its fit, we emphasize that in our marketing material,” Martina explains.
“Product reviews are invaluable for our R&D,” states Martina. By analyzing trends in customer feedback concerning fit, function, and other features, Uhip makes informed decisions about future collections. Both positive and negative reviews are considered in the design process.
With an online store accessible in multiple languages, Uhip uses Lipscore’s automatic translation feature to provide reviews in eight different languages, including Swedish, English, and German. Martina emphasizes the importance of this feature: “Reading reviews in one’s native language adds a layer of trust.”
Approximately 20% of Uhip’s customers submit reviews. Product review invitations are sent after 30 days, giving customers ample time to evaluate the product, while service reviews are solicited after a 10-day period. Martina praises Lipscore’s ease of use and mentions the seamless integration with their Litium e-commerce solution by working with Motillo: “The implementation was quick and effortless.”
By taking a customer-centric approach and utilizing Lipscore’s robust features, Uhip has not only reduced customer inquiries but also gathered invaluable insights for product development and market positioning.
