How Urban Skin Rx Uses Privy to Personalize Their Customer Experience

Personalizing the Customer Experience Using Privy

Before we started using Privy, we had a general site gate for anyone who visited our store. It felt generic and inauthentic, which is not our brand at all. Every single shopper saw the same message, whether they were brand new to our site or they’d purchased from us 20 times or more. We realized it was annoying to returning customers and because the pop up launched immediately, and it turned off people who just discovered us and weren’t ready to give out an email.

With Privy, we are now able to offer a unique experience for each shopper.

For example, for new customers we are able to delay our welcome pop up until they reach one of our product pages. That way we know they’ve had a chance to discover the brand and learn what we’re about. Also, now that they’ve reached the point where they’re browsing products we know they have a higher intent to purchase and we can make that ask for an email without turning them off.

We also use number of sessions to help us identify new versus returning visitors and cater the messaging toward each customer. The ecommerce world is moving toward having a customized experience for each shopper — and Privy allows us to do that. 

Another way we customize the experience is with our skin quiz. With skincare, there are so many options to choose from. Once shoppers have hit a certain number of page views (which may mean they're feeling stuck on what to purchase) we launch a flyout featuring the quiz. The customer answers a variety of questions regarding their skin type, problem areas, etc. and we are able to recommend products based on their responses.

Preventing Abandoned Carts

In ecommerce, shoppers often abandoned carts because they want to continue shopping around, or they simply forget. So it's critical for us to capture their email before they leave. That way if they do abandon their cart we have their information and can reach out and remind them to complete their purchase.

Our exit intent campaign results with Privy were immediate and began converting 11% of shoppers. We would’ve lost all of those sales had we not had a Privy pop up in place. And out of those who do exit our site and enter their information, 30% of them end up redeeming our offer.

Increasing Average Order Value

We’ve also used Privy to feature other products for shoppers to add to their cart. Even if it’s something small like sponges for our cleansing bars or a lip treatment, creating a seamless process for upselling has been critical. All the customer has to do is simple click ‘add to cart’ and those additional items are automatically added. 

Design Flexibility

In my role, I wear several hats, so I love the design flexibility. It takes minutes to create a campaign.  And best off all, all of our campaigns look completely like our brand. I can change the font, styling, background images, and everything blends in with our website look and feel. A lot of apps or add ons don’t have that customization and it ends up looking like you’re using some random third party app.

Privy as a Partner

Privy isn’t just an app, they’re a partner that goes above and beyond to help you succeed.

For example, there were some features we needed and initially they didn’t have. We communicated that to our customer success manager and the engineering team worked hard to roll out the features we requested.