Success Story
How PERCENTIL Increased CR by 25% and Transformed Customer Engagement with Insider’s Omnichannel Marketing Platform
Cart Reminder Push
Onsite Experiments
Purchase Progress Bar
10%
AOV
uplift
25%
CR
uplift
20%
conversion rate
for anonymous
users
Industry
Retail
Themes
Personalization
CDP
Cross-Channel Marketing
Marketing Automation
Channels
Push Notifications
SMS
Email
WhatsApp
Ad Channels
Tools
Architect
Predictive Audience
Purchase Progress Bar
Cart Reminder
Onsite Experiments
With Insider, we’ve transformed how we connect with our customers, turning anonymous users into engaged buyers and driving a 10% lift in AOV. Their data-driven strategies and cross-channel tools allowed us to create meaningful experiences that resonate with our unique audience.
Lourdes Ferrer
CEO & Founder
Executive summary
PERCENTIL, an online marketplace for second-hand clothing, partnered with Insider to overcome the challenges of increasing its average order value (AOV), competitive prices, and high numbers of anonymous users. By leveraging Insider’s omnichannel marketing platform and personalized user journeys, PERCENTIL achieved remarkable improvements, including a 10% increase in AOV and a 25% uplift in conversion rate, while also addressing UX challenges through targeted onsite experiments.
About Percentil
PERCENTIL is a Spanish online retailer specializing in second-hand clothing for women, men, and children. The platform offers high-quality, like-new items often with discounts of up to 90%. Founded by Lourdes Ferrer, PERCENTIL aims to provide affordable fashion options, ensuring users can find quality clothing at a fraction of the original price.
Why Insider?
PERCENTIL chose Insider for its ability to centralize customer data and provide real-time insights to improve decision-making. By leveraging Insider’s Customer Data Platform (CDP), PERCENTIL could unify customer profiles and automate marketing strategies across multiple channels, including email, web push notifications, sms, whatsapp messages, and personalized onsite banners. Insider’s cross-channel marketing automation allowed PERCENTIL to optimize costs and enhance user engagement effectively.
USE CASE #1
Increasing AOV through Purchase Progress Bar
The challenge
PERCENTIL needed to increase the average order value (AOV) to remain competitive against both second-hand marketplaces and major fashion retailers with low-cost options.
The solution
Insider implemented a Purchase Progress Bar, which incentivized users with free delivery upon reaching a certain cart value. This approach encouraged users to add more items to their cart, boosting AOV.
The results
10%
AOV uplift
25%
CR uplift
*For the French market
The Purchase Progress Bar was a strategic move that not only motivated users but also directly impacted our bottom line.
Lourdes Ferrer
CEO & Founder
USE CASE #2
Converting anonymous users with Cart Reminder Push
The challenge
Over 80% of PERCENTIL’S website visitors were anonymous, making it difficult to personalize experiences or drive conversions.
The solution
Insider utilized its Cart Reminder Push notifications to target anonymous users, prompting them to complete their purchases even without a registered account. Additionally, lead collection campaigns and countdown banners were deployed to convert anonymous visitors into known users.
The results
8%
click-through
rate (CTR)
12%
conversion rate
(CR)
*For the German market
USE CASE #3
Engaging Anonymous Users with Web Push Notifications
The challenge
With over 80% of visitors arriving on PERCENTIL’S website as anonymous users, personalizing their experiences was challenging, leading to missed opportunities for engagement and conversion.
The solution
Insider’s Web Push enabled PERCENTIL to engage anonymous users without accounts by using token-based identifiers. This allowed them to send relevant push notifications like cart reminders or personalized offers based on browsing behavior, encouraging purchases and registration.
The results
20%
conversion rate
for anonymous users
USE CASE #4
Targeting High-Value Audiences with Lookalike Campaigns
The solution
To support acquisition efforts and attract more high-value customers, PERCENTIL needed a strategy that could precisely target new users similar to their best existing customers.
The challenge
Insider used PERCENTIL’s customer data to build Lookalike Audiences on Meta and Google, targeting users with similar behaviors, interests, and purchase patterns to PERCENTIL’s best customers. This enabled performance campaigns to target users with high likelihood to purchase, or matched the profiles of their most valuable customers, boosting acquisition and optimizing ad spend.
The results
Optimized
CPA
(cost per acquisition)
Increased
Reach
to users with high
revenue potential
Increased
ROAS
(return on ad spend)
Summary
PERCENTIL’s collaboration with Insider has transformed its marketing strategy across multiple channels, enabling the brand to engage customers through personalized messaging and seamless experiences. The effective use of Insider’s Architect, SMS, and email capabilities has laid a strong foundation for ongoing multi-channel initiatives, resulting in remarkable returns on investment.
Looking ahead
Looking ahead, PERCENTIL plans to further expand its use of Insider’s omnichannel solutions, integrating advanced personalization features across email, push notifications, and social channels. Leveraging Insider’s predictive Al capabilities, they aim to optimize user journeys by aligning messages with each customer’s unique preferences and behaviors. As PERCENTIL continues to grow, they also intend to explore the potential of integrating offline and online data, laying the groundwork for a seamless omnichannel experience that includes future physical store expansion.
Favorite feature
Cart Reminder Push
PERCENTIL's favorite feature is Insider's Cart Reminder Push, which allows them to effectively engage and convert anonymous users without the need for a registered session. This feature had a significant impact on their conversion rates.
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