Furniturebox drives growth through better customer experiences with BigCommerce

SOLUTION

Improved customer experience. 

Replatforming to BigCommerce was a watershed moment for the business. It now has a fast, responsive site where search and merchandising is more intuitive for teams to set up to ensure customers are shown relevant products, and potential additional purchases.

“Customer experience has been much better since we moved to BigCommerce,” says Furniturebox’s Ecommerce Manager, Paul Franklin. “We’re now able to push products that are more relevant to people. Customers have a proper account area and they're able to check out in a much smoother way. Before, we were a little stunted in where we could go in terms of our user experience, but now there is no limit.”

“Game changer” split delivery check out.

One of the main challenges Furtniturebox wanted to address was the disconnect between its aim to deliver the next day and a checkout that could not split deliveries. This meant an entire shipment could be delayed by a single item. Working with its ecommerce technology agency, 5874 Commerce, the business has been able to adapt the single-page BigCommerce checkout to offer customers split deliveries, as well as preferred delivery dates.

“We want to get those products to people as quickly as possible so, with our new checkout, if somebody has ordered a dining set for the next day and a sofa, we don’t want them to wait,” adds Kayla Wilson. “We give them a choice of whether they want to have everything together, which will take longer, or split the delivery to get each part of the order to the customers separately as soon as possible.”

The company’s checkout has benefited greatly from the ease-of-use and seamless integrations offered by BigCommerce. Paul recently realised how powerful this can be when adding a new digital wallet to its payment options really was as straightforward as pressing a button.

“We wanted Apple Pay, so we turned Apple Pay on. It was as simple as that,” he says. “That's exactly what we want from a platform. BigCommerce has been a real game-changer.”

Better search and merch.

Furniture Box has an extensive range of products which come in different finishes, colours and sizes, which can be a tough task for a Product Information Management system to keep up with. Hence, once the business found the Pimberley tool suited its requirements best, it was of paramount importance it worked with a platform that could integrate with it.

“Having the features offered by Pimberley available within BigCommerce is incredibly important,” says Furniturebox’s Marketing Manager, Hattie Dawson. 

“It means if I want to do spot checks to make sure a product looks okay, I can, it’s super easy. As Marketing Manager, I find real-time reporting really useful. It means we can track if we think things are going a little bit slow today, if there's an issue or jump on something. I also use the analytics merchandising reports. I can see what's doing well, what's trending, what level of traffic they're receiving. They're my favourite features.”