Picture this: It’s Monday morning, and the Global eCommerce Lead has called an urgent meeting. New products weren’t added to the website fast enough, causing more visitors to leave without making a purchase, despite a slight increase in site traffic. This drop in sales is troubling, especially with Black Friday coming up and a lot of money already spent on improving search rankings. Does this situation sound familiar?

Many eCommerce leaders know the constant attention needed to keep a platform running smoothly. Having a proactive digital strategy is important, but even the best plans need proper execution to deliver real results.

If you ask business leaders about the biggest challenge in digital strategy, many will say it’s keeping customers engaged while retaining the current audience. A strong strategy is essential, but without focusing on customer experience, businesses risk losing customers to competitors with easier, more user-friendly sites.

How eClerx enhances digital growth through cx-focused eCommerce optimization

eClerx has a strong track record in advancing digital growth by refining the customer experience across the eCommerce journey. Through optimization of product attributes, improved findability, and a seamless checkout process, we’ve driven over $60M in incremental revenue for our clients in the past year.

Below are examples of how eClerx has addressed key pain points across different stages of the customer journey.

1. The Ask: Enable customers to efficiently find the right products at the right moment.

The challenge

A leading online beauty retailer faced high bounce rates for users engaging with their onsite search.

Our solution

• Identified gaps in search experience by filtering out weak and irrelevant keywords.
• Recommended keyword optimizations to improve the accuracy and personalization of search results, alongside technical improvements to enhance search engine functionality.

The outcome
Optimizing the site’s search function led to a 67% increase in revenue per search, translating to an £18M uplift over 12 months.

2. The Ask: Enhance the customer journey to reduce friction and drive conversions.

The Challenge

A global sports retailer struggled with low conversion rates and a declining share of the market, facing challenges in identifying root causes and strategizing effective solutions.

Our solution

• Crafted a comprehensive digital strategy, carefully monitored each step, generated hypotheses, designed and executed experiments, and analyzed results through the Monetate platform.
• Established a framework with macro- and micro-KPIs to simplify checkout and replicate top-performing market models.

The outcome

Our methodical approach to A/B testing delivered a 27% increase in revenue per search within three months.

3. The Ask: Drive engagement and revenue uplift through weekly campaign offers.

The challenge

A prominent UK-based gourmet food retailer experienced declining average order values (AOV) and low engagement with their newsletter offers.

Our solution

• Leveraged product affinity analysis and customer profiling to optimize email campaigns and personalize offers using “Next Best Offer Targeting” based on prior purchase and browsing behavior.

The outcome

Offer engagement rose by 85%, yielding an incremental revenue increase of £1.4M per campaign, and AOV increased by 11%.

At eClerx, CRO and Customer Journey Optimization are more than just industry terms—they represent our commitment to continuous improvement. Our experts employ advanced analytics to pinpoint areas of friction throughout the user journey, developing A/B test strategies grounded in a deep understanding of each unique challenge. This approach enables brands to create a personalized, multichannel experience centered on customer needs.

The road to optimized customer engagement and business success may seem complex, but with eClerx as a partner, each step becomes more achievable. Contact our team today to elevate your digital strategy.