Success Story
How Guardian increased CVR more than 160% through Insider’s Web Suite and dynamically personalized emails
Architect
Personalization
Web Suite
160%
increase in
CVR via Email
60%
decrease in
bounce rate
12%
increase in CVR
via Web Suite
Industry
Retail
Beauty and cosmetics
Category
Personalization
Architect
Email
Channels
Email
Web
Solutions
Architect
Web Suite
“We needed to deliver high-quality, tailored customer experiences to reflect our brand. Not only did Insider enable us to deliver this, but we also found the platform intuitive and user-friendly. We could launch campaigns in no time and start seeing conversions almost immediately.”
Ecommerce Manager
Executive summary
Guardian’s poor onsite experience was impacting its conversion rates. The brand partnered with Insider to power personalized cross-channel experiences across Web and Email based on its customers’ previous browsing history, actions, and online behavior. By tailoring its campaigns and onsite experiences, the retail brand saw a more than 20% increase in add-to-cart rates, decrease nearly 60% in bounce rates, and increase more than 160% in conversions via personalized emails.
About Guardian
Guardian is a leading retailer of health and beauty products in Asia, owned by the DFI Retail Group. With over 130 stores nationwide and a presence in the Vietnamese market since October 2011, Guardian takes pride in providing quality health and beauty products at affordable prices to millions of customers in Vietnam.
USE CASE #1
Building data-driven customer journeys to achieve increase more than 160% increase in CVR
The challenge
Guardian’s website had a high drop-off and cart abandonment rate, with many customers never completing their order. Guardian was looking for an innovative, data-driven solution to encourage customers to return and complete their purchase.
The solution
By unifying all customer data within Insider’s CDP, Guardian was able to leverage information about abandoned carts to send highly personalized re-engagement emails. Using Architect, Insider’s cross-channel orchestration tool, Guardian targeted shoppers who had left the site without checking out. The team sent AI-powered reminder emails about the products left in their cart, encouraging them to return and complete their purchase—sometimes with a personalized discount to entice them back.
“Insider’s Architect helped us re-engage our audience easily with products that we know they’d be interested in based on their browsing history. Because the emails were hyper-relevant to the customer, we were able to achieve a 71.5% open rate and more than 160% increase in CVR from the cart abandonment campaign alone.”
Ecommerce Manager
The results
70%
email open rate
160%
increase
in CVR
60%
decrease in
bounce rate
USE CASE #2
Personalizing the onsite customer experience to achieve a CRV increase of over 12%
The challenge
Guardian was struggling to deliver a personalized experience to all its customers, negatively impacting conversion rates. It needed to build eCommerce experiences relevant to each customer to help encourage sales and build stronger brand loyalty.
The solution
With Insider’s Web Suite, Guardian was able to deliver personalized coupons and messages to its audience based on their previous browsing history, actions, and online behavior. By tailoring each online experience and discount code based on products the user had previously expressed interest in, customers were more likely to convert because the experience was now relevant to them.
“Insider’s Web Suite helped us target our audience with products we knew they’d be interested in to deliver a seamless customer experience. Insider’s CDP is a powerful tool for unifying customer data, but what makes it even better is that it makes the data easily actionable. This means we can launch personalized onsite campaigns quickly and efficiently, which has helped enhance our conversion rates, achieving an increase in CRV by over 12%.”
Ecommerce Manager
The results
12%
increase
in CVR
25%
increase in
add-to-cart
Summary
“Our goals were ambitious, but the Insider platform enabled us not just to achieve them but exceed them. Insider’s CDP was instrumental in our success, and we now consistently deliver personalized customer experiences powered by 360-degree customer profiles.”
Ecommerce Manager
Looking ahead
Guardian is now looking to improve its customer experience by analyzing and taking a more strategic approach to customer journey building. As part of this, the retailer is looking to expand its omnichannel strategy with Insider to include more channels, including WhatsApp and SMS. It is also looking to optimize its mobile app with Insider’s set of advanced App tools.
Favorite feature
Architect
Guardian loves Architect for its ability to send AI-powered, relevant product reminders to abandoning shoppers to encourage them to return and purchase.
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