Rewora as a catalyst for growth: how Drinkcentrum boosted customer trust and e-shop performance

About the company

K & K EXPORT - IMPORT, s.r.o. is one of the strong players in the distribution of beverages and snacks on the markets of Slovakia, the Czech Republic and Hungary. The company serves a wide range of B2C and B2B customers and offers more than 3,000 products. The daily traffic to the website of one country exceeded 6,500 visits, making the project a powerful and data-intensive e-commerce system.

Call

Prior to deploying Rewory, Drinkcenter faced several obstacles that directly impacted both customer trust and conversion. Along with higher cart abandonment rates and dissatisfaction in order resolution, this created room for improvement.

Objectives

Drinkcentrum wanted to use Rewory to significantly boost both customer trust and e-commerce performance. The primary goal was:

Solution & Implementation

We deployed Reworu as a tool for working with reviews, trust and data with an emphasis on fast implementation and minimal load on the client's team. The solution included product and business reviews, BI statistics, hot-spots for conversion support, review moderation, integration with Google Shopping, and aggregation of custom reviews along with reviews from Heureka.

The implementation of Rewory took place in June 2024 and already within the first month of use, the first results were already visible, including an increase in sales. Based on the positive results, the solution was subsequently expanded to other markets in the Czech Republic and Hungary.

Results & Findings

The deployment of Rewory has already brought a significant improvement in business results and customer behaviour in a short time. After implementation, the conversion rate increased by almost 25%, while the return rate reached almost zero. Customers started to return repeatedly, confirming the increase in loyalty and satisfaction. Also, there has been a significant reduction in customer support queries as customers are finding answers directly in product reviews and in the product helpdesk. BI sales statistics and the product forum proved to be the most used features, which have a major impact on customer decision making.

The key recommendation for practice was to actively work with reviews and not just see them as a passive element, as they have a major impact on trust, conversion and overall growth of the e-shop.