The Challenge: Scaling an E-Commerce Giant

V Shred & Sculpt Nation had explosive growth but faced inefficiencies in marketing, conversion optimization, and customer experience that limited its ability to scale further.

The Solution: A Multi-Phase Optimization Strategy

📌 Phase 1: Email Marketing Campaign Audit & Optimization

• Email Audit: Conducted an in-depth review of campaigns in Maropost.
• Automated Journeys: Implemented segmented workflows for personalized experiences.
• Optimization Testing: A/B tested subject lines, content, and CTA placement.

Results:

• Email open rates increased by 35%.
• Repeat purchases from email campaigns improved by 20%.

📌 Phase 2: Conversion Funnel Optimization

• Checkout UX Improvements: Introduced 1-click upsells and optimized the interface.
• Pricing Strategies: Integrated urgency tactics and dynamic pricing.
• Landing Page A/B Testing: Implemented structured testing for conversion improvements.

Results:

• Cart abandonment dropped by 18%.
• AOV (Average Order Value) increased by 25%.

📌 Phase 3: Mobile Monetization – Bringing Supplements to the App

• Mobile Monetization: Enabled in-app purchases for fitness programs and supplements.
• Cart Recovery: Integrated push notifications to reduce abandoned carts.
• Mobile Checkout UX: Enhanced the interface for a seamless purchase experience.

Results:

• Subscription retention increased by 25%.
• Mobile conversion rates improved by 20%.

📌 Phase 4: Customer Support Optimization & Transition to a Break-Even Center

• Enhanced Support Model: Transformed customer support from a cost center to a break-even center by reducing operational inefficiencies and increasing self-service options.
• Self-Service Expansion: Launched automated tools to deflect common inquiries, reducing overall ticket volume.
• Knowledge Base Revamp: Improved accessibility and search functionality, increasing user adoption.
• Chargeback & Refund Rate Optimization: Identified key reasons for disputes and implemented strategies to mitigate refund requests.
• Payment Dispute Prevention: Streamlined refund policies and introduced proactive customer engagement to reduce chargebacks.

Results:

• Support ticket resolution time reduced by 20%.
• Customer satisfaction score (CSAT) improved by 15%.
• Chargeback rates reduced by 12%.
• Refund requests decreased by 18%.
• Customer Support transitioned from a cost center to a break-even center by reducing refund disputes and optimizing retention strategies.