Lillian Vernon Corporation

"Thanks to the EasyAsk product, we now better understand how customers are using search on our site and as we continue to refine and tune the EasyAsk dictionary, we anticipate even greater increases in conversion rates and average order sizes."

Corporate Description

Established in 1952, Lillian Vernon Corporation is a leading catalog and online retailer of gifts, household, children's and fashion accessory products. A personalization pioneer, the company has one of the largest personalization departments in America, resulting in the production of 5.3 million personalized products a year.

Challenge

The limited search functionality on the company's Web site made it difficult for visitors to easily browse and locate desired products, leaving customers often frustrated or opting to abandon the site to shop elsewhere.

Solution

Lillian Vernon is leveraging the Progress EasyAsk product to provide customers with a more user friendly and intelligent search function in order to make the online shopping experience more rewarding.

Results

• Increased conversion rate: Lillian Vernon has experienced a 14% increase in conversion rates, and with EasyAsk reporting capabilities, the company can measure conversion rate increases for its most popular customer searches.
• Increased visibility providing valuable business information: Lillian Vernon has gained visibility into how its customers are using the search functionality on the site, and the company can now leverage that valuable information for product development and marketing programs.
• Improved online shopping experience and customer satisfaction: The optimized Web site search function is now providing Lillian Vernon's customers with more accurate search results that match their individual needs. And the new Web site has been well-received by its customers, with the results of a recent survey finding shoppers are very pleased with the site redesign and enhanced functionality.