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.