Challenges

Traditionally, purchasing a new mattress has involved visiting physical stores to test different brands. However, as eCommerce has continued to rise, online mattress retailers have stepped into the space. And consumers have followed suit, leveraging on-site reviews for guidance with their purchases.

As a result of this ever-growing online mattress market, Simba Sleep was eager to step into the space, but they needed a way to stand out amidst intense competition and maintain relevance year after year.

Simba recognised the significance of reviews and sought a solution that would not only streamline the process of leaving reviews but also effectively showcase social proof to prospective buyers. "Shoppers find it really valuable when they can learn about customers’ genuine experiences with our products,” says Graham Paddon, Head of Customer Experience. “It’s a game changer, and it’s absolutely crucial to how we perform — making sure we achieve the objectives and targets we set for the year."

Understanding the role that customer reviews played in influencing purchase decisions, Simba Sleep needed a flexible and reliable partner to provide guidance on best practices, set the brand up for success, and accommodate the brand’s future growth.

Solutions

After carefully evaluating various options, Simba partnered with Yotpo Reviews. Yotpo's proven track record of successful deployments with similar eCommerce brands — combined with their seasoned customer success team — made them the ideal choice to bring Simba's reviews strategy to fruition.

With Yotpo, Simba Sleep collected and managed their on-site reviews, which empowered the brand to leverage this content in various marketing campaigns.

After seamlessly integrating reviews into the customer journey, the brand ensured that their content was accessible and easy to filter through. With the implementation of Yotpo's Smart Filters, shoppers could confidently make well-informed purchases by filtering reviews to find the information that is most relevant to them, such as sleep side, number of sleepers, mattress size, and positive impact on alleviating aches and pains.

Furthermore, the brand leveraged Yotpo’s Smart Prompts feature when collecting reviews. These prompts dynamically suggested relevant, high-converting topics in real-time as shoppers wrote their reviews, enabling Simba Sleep to gather the most valuable and insightful content.

Customer feedback holds immense value for Simba and is shared throughout the entire organisation, serving as a valuable tool for the product team to continuously enhance their products. Reviews from recent purchases also provide valuable insights into the initial customer reception.

The brand has also followed up with their customers after one to two years to understand the longevity and quality of their products over time. These reviews have served as a powerful resource for prospective customers, allowing them to make informed purchase decisions by reading about the positive experiences of long-term Simba mattress owners.

One of the secrets to this enduring partnership has been the ability to exchange ideas with Yotpo. Simba has received unwavering support from Yotpo’s dedicated customer success team right from the start. "Yotpo is highly flexible and supportive, and willing to assist us in any initiatives we want to pursue. In fact, Yotpo is more supportive than any other partner I've come across,” Paddon says.

Results

Since partnering with Yotpo, Simba has amassed an impressive collection of more than 200,000 reviews across their products and domains. Maintaining an outstanding star rating average of 4.76, Simba Sleep consistently delights both new and returning customers, reflecting their commitment to quality and responsiveness to customer feedback.

Simba has also surpassed industry benchmarks with Yotpo’s help. In the past year alone, the brand’s order to review rate has reached 14%, doubling the industry average of 7%. And 36% of Simba Sleep’s site traffic actively engages with reviews, exceeding the industry average of 24%.

In 2022, Simba experienced a remarkable 116% increase in customer time spent on the site. Plus, 55% of Simba's sales have been attributed to customer engagement with reviews, surpassing the industry average of 35%.

Simba's enduring partnership with Yotpo has been a driving force behind its ongoing success. This achievement is a testament to the combination of remarkable products, a dedicated team, and the continuous support provided by Yotpo's customer success team. “We’re really proud of the hundreds of thousands of 5-star reviews we’ve collected over the years, and we wouldn't have achieved it without Yotpo," says Paddon.

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