Suomalainen Kirjakauppa's Journey towards Enhanced Customer Experience

We interviewed the Director of Digital Sales, Hanna Haukkapää, the Development Manager, Ninja Tikkanen, and the Customer Service and Account Manager, Minna Tuorila, from Suomalainen Kirjakauppa about how they chose giosg to improve the customer experience and increase sales through various interactive elements.

The engaging interactions created with giosg's Interaction Builder have been instrumental in driving traffic to Suomalainen Kirjakauppa's website, engaging customers, and enhancing overall satisfaction.

The background and challenge 👨‍🔧

Competition in the retail industry is growing, requiring businesses to differentiate themselves by offering more engaging and functional customer experiences.

Suomalainen Kirjakauppa recognized this need and has become a pioneer in delivering immersive shopping experiences.

"We need to strive to be more interesting, better, and more functional."

Hanna Haukkapää, Director of Digital Sales

While Suomalainen Kirjakauppa's wide range of products is popular, it can occasionally pose challenges for customers in finding the right product. With a vast amount of information to convey, it was crucial to find an efficient way to communicate the most important and timely messages.

"giosg has provided a new way to inform customers about current news and campaigns."

Ninja Tikkanen, Development Manager

Goals ⭐

Initially, the collaboration aimed to incorporate chat functionality to support sales and reduce customer service inquiries. However, as the use of giosg expanded, Suomalainen Kirjakauppa wanted to leverage giosg in their marketing efforts as well.

The Solution ✅

Through giosg, Suomalainen Kirjakauppa implemented many interactive solutions to guide and engage customers, improve the customer experience, and boost sales by attracting more website traffic.

One of their innovations was a clever "Egg Hunt" campaign, where visitors were encouraged to find hidden discount codes by clicking on Easter eggs on Suomalainen Kirjakauppa's website.

"Adding a bit of fun, the egg hunt has entertained everyone."

Additionally, for Mother's Day, they utilized a product recommendation interaction to help customers find personalized gift ideas.

Suomalainen Kirjakauppa also focused on promoting sustainability through a quiz that addressed responsible practices. This allowed the company to gain over 600 new newsletter subscribers in a short period while growing their community.
 

"For example, with the sustainability quiz, we had the opportunity to present and inform customers more about our company. That's something you can't really do just by reading an article."

"Similarly, the Mother's Day interaction allowed us to recommend and highlight products in a completely different way compared to traditional solutions."

Ninja Tikkanen, Development Manager 

Creating a competitive environment through the different interactions was seen as an opportunity to meet the ongoing need for being more innovative and efficient in capturing customers' attention and building their loyalty.

Customer Service Bot 🤖

Suomalainen Kirjakauppa also introduced a customer service bot in early November to alleviate the Christmas rush. The bot addresses frequently asked questions, providing customers with quick answers.
 

"Our website contains a vast amount of information to answer our customers' most frequently asked questions, but the bot is an excellent tool for delivering information and assistance quickly and easily."

Minna Tuorila, Customer Service and Account Manager

The Results 📊

Suomalainen Kirjakauppa has succeeded in enhancing customer interaction and increasing sales through giosg's interactive solutions:

Mother's Day Gift Interaction

🖱️ Nearly 5% of visitors clicked on the interaction.

🛍️ Of those who completed the survey, 46% clicked through to product pages (46% conversion rate).

Egg Hunt Easter Game

🥚 Nearly 60% of visitors who saw the game completed it.

💸 9.5% used a discount code after playing.

"With giosg, we can provide up-to-date and unique content online. To drive more traffic to our website, there always needs to be something interesting for customers."

Hanna Haukkapää, Director of Digital Sales

The Future

Together with giosg, the solution has served as an interactive tool for recommending suitable products from a wide range and providing a seamless customer experience.

Suomalainen Kirjakauppa appreciates giosg's user-friendly interface, excellent support, and versatility. They particularly value the ready-made templates that can be easily customized to their needs, saving them time and effort.

"The user-friendliness of the interface and excellent customer service have been really positive."

"giosg always provides help, guidance, and quick responses. It has played a significant role for us."

Ninja Tikkanen, Development Manager

Along the journey, Suomalainen Kirjakauppa has seized new opportunities. The company's initial goals have expanded, highlighting the significance of versatility in customer service, sales, and marketing campaigns.

Suomalainen Kirjakauppa's innovative investments, such as chatbots, interactive campaigns, and diverse services, have helped them achieve their goals and foster strong customer loyalty.