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Omnichannel Net-New Revenue
Increase 'Book an Appointment' while maintaining website conversion rate.
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- +13% Appointments Booked
- +32% Appointment Journeys Started
- 6.8x Booking Completion vs. Control
The Challenge
Visitors likely to buy in-store after browsing online were browsing the site but had no obvious path to convert their intent into an in-store visit. The standard checkout flow pushed everyone toward a fast online purchase, with no way to capture omnichannel intent without risking online conversions.
Kahoona's Solution
- Kahoona curated a high-intent omnichannel experience with an omnichannel-specific call to action, generating a net-new revenue stream from in-store appointments, without cannibalizing online conversions.
- Those users generated an incremental lift in bookings with minimal impact on website conversions. Today, Kahoona feeds context into the appointment-booking platform to further optimize and increase the completion rate of appointment journeys.
- Kahoona's AI identified omnichannel-intent visitors browsing the brand's website. Kahoona triggered a 'Find and Reserve in Store' call to action on checkout pages, replacing the fast-checkout button for this segment only.
The Results
- +32% Appointment Journeys Started
- +13% Appointments Booked
- 6.8x Booking Completion vs. Control
- 80-85% of Appointments Led to Net-New Revenue
Conclusion
By recognizing omnichannel intent in the session and offering the right action at the right moment, Kahoona opened an entirely new revenue stream from visitors the site was previously funneling into a single online path. Source: omnichannel activation, Europe, vs. non-experiment group.
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