The Fragrance Shop cut cart abandonment by 10% with address verification

The Fragrance Shop, a retailer with some 140 stores geographically spread all over the UK, has managed to cut its online cart abandonment figures by over 10 per cent after installing real-time address verification from Loqate.

We wanted to ensure that the check-out process was as slick and efficient as possible which has improved the way we collected online payments. The average customer enjoys the experience of browsing different products online, but often they find the payment process a bit of an anti-climax so it's vital that we give site visitors a good user experience. After all we want them to come back to us.

Implementing Loqate's address verification has definitely helped us to both improve and expedite the payment process.

We know it has decreased our cart abandonment rates by at least 10 per cent already. Not only that but we are confident that the product will reach the customer's door step.

Our business is also hugely seasonal. Obviously Christmas is our biggest selling opportunity so from November onwards we are really busy. Loqate gives us a scalable service that is robust against the huge activity of peak retail periods.

With 140 retail outlets based throughout the length and breadth of the country it was also vital that the Fragrance Shop made provision for people who like to experience offline shopping. We needed to maximise on the benefits of the multichannel business model but more importantly we wanted to ensure that every one of our online customers received a good user experience.

We recognise not everyone wants to shop online so directing them to their nearest store is key. We saw the implementation of Store Finder as a way to help drive our offline customers to their nearest retail outlet.

Probably about three quarters of our customers using Store Finder research the locations of our stores as they are widely spread across the entire UK. They are representative of a wide demographic so it is important that we look after all of them.

We needed something that would deliver the best service across our multi-channel market and Loqate's solution ticked all the boxes.

Not only has their software helped us build up a strong online presence but Store Finder has even helped drive customers to our physical stores too.

– Mark Kelly, Head of eCommerce, The Fragrance Shop