RedEnvelope gets a boost in revenue and completed transactions

Online gift retailer RedEnvelope.com reports that it has increased sales revenue by 95%, reduced shopping cart abandonment rate from 81% to 63%, reduced site-related calls to the customer service center by 45% and increased the number of positive shopping experiences by 32%.

Using products and services from San Mateo, CA-based Vividence Corp., RedEnvelope streamlined its shopping and checkout processes, enhanced the search tool and improved site navigation.

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Vividence provides what it calls Customer Experience Management products and services. Vividence evaluated RedEnvelope`s web site using its proprietary technology and research panel, then recommended improvements to the shopping experience at RedEnvelope.com.

"We approached Vividence with very specific goals and they did not disappoint," said Christopher Cunningham, CIO of RedEnvelope. "Not only were we able to make informed decisions about what to improve on our site, but Vividence helped us measure the impact of those changes on our revenues and costs."

"By capturing both the quantitative and behavioral data of RedEnvelope`s target customers, we were able to provide a complete picture of the customer experience," said Jeff Greenberg, president and CEO, Vividence. "The measurable impact we delivered to RedEnvelope underscores the importance of CEM. By making the customer the top priority, RedEnvelope was able to significantly impact its bottom line."