This improved accuracy of search results allows the shopper to sort by price or by top rated products without having to waste unnecessary time scrolling through products that just don’t match what they’re looking for. It’s a time-savings win for the customer that leads to increased conversions, and a win for the business.
Overall, Crate and Barrel has added a number of new features to its site search that improve the customer journey:
Using ML to process customer signals allows the site to suggest relevant products, and change those suggestions based on changing trends and changing customer behavior.
Typeahead recommends specific products, allowing shoppers to jump to the bottom of the funnel if something catches their fancy and add-to-cart faster.
Query recommendations suggest search terms that are similar to a shopper’s query, but that might bring up a slightly different collection of products, allowing them to discover more items in line with their interests.
Everything is based on stable, secure, Google Cloud, which has proved itself a reliable foundation.
Up and to the Right
Since Lucidworks on Google Cloud has been the search provider for Crate and Barrel’s website, success graphs are heading up and to the right. “We’ve noticed a higher conversion rate,” said Veit. “There’s an increase in add to carts and order value as we are continuing to serve up more relevant items to our customers.”
As it continues to make moves to keep customers delighted and sales increasing, Crate and Barrel plans to bulk up its omnichannel shopping features using Lucidworks’ ecommerce capabilities.
The supply chain uncertainty facing most industries mid-pandemic has made inventory availability less guaranteed. So providing shoppers with the knowledge of what’s available right now to buy online and pick up in a local store, or what can be shipped to them, removes frustration from the mid-pandemic customer experience. Shoppers can shop where they want, how they want. If a customer gets in her car and goes down to her local Crate and Barrel store, omnichannel shopping will ensure she walks away with the thing she needs. (And, let’s be honest, we all need something from Crate and Barrel’s inventory.)
Enlisting Lucidworks and Google Cloud’s help, Crate and Barrel has returned the delight to its customers’ search and discovery journeys through its website.
Watch a fireside chat with Aaron Veit, Crate and Barrel’s Director of Digital Product Management and Peter Curran, Lucidworks General Manager, Digital Commerce about Crate and Barrel’s search and discovery transformation journey.
Interested in connecting with Lucidworks? Lucidworks will be exhibiting at NRF Retail’s Big Show in January 2022. Learn more about delivering personalized search, browse, and discovery experiences.