Wednesday October 27th 2010
Kiddicare.com, the UK’s biggest online nursery product retailer, has taken the accolade of Best Customer Experience at this year’s E-Commerce Awards.
Kiddicare.com saw off competition from Sainsbury’s online, my-wardrobe.com and Wiggle.co.uk to take the award at the ceremony, held in London this month.
The judges were impressed Kiddicare’s use of technology to improve customer service demonstrated by the newly launched Kiddicare.com interactive community. Since its introduction, the forum has accrued over 3,600 members and has dropped Kiddicare customer service emails by 30% and phone enquiries by a further 30%. The customer service call rate stood at just 64% before the introduction of the community, which has increased to an impressive 98% following its launch.
Kiddicare.com’s product review system has over 80,000 written product reviews, allowing customers to upload submit written or upload video reviews to the product information page. The system also allows parents to make decisions based on the recommendations from other parents and navigate the site according to the top rated products. In addition, Kiddicare hosts 2,240 product information videos, with new videos being added every week as new lines are added to the site. These videos receive approximately 700,000 views per month and can help answer customer’s questions on everything from suitability of a product, to assembly once they have bought it.
Finally, Kiddicare offers next day delivery on all orders, free for customers spending over £29.99.
Scott Weavers Wright, partner at Kiddicare, commented: “It is a fantastic achievement for Kiddicare to be recognised for providing the best customer experience. Our goal is to create a practical, yet enjoyable, online shopping environment for our customers. This award proves that our time and investment in interactive technology has created a great business tool as well as informative platform for parents.”
Simon Harrow, Technology Officer at Kiddicare, will be speaking at The Retail Bulletin's Multichannel Summit 2011. For further information or to register for the event, go to: www.retailbulletinconferences.com/multichannel2011.