Supercharging B2C Sales Using Sellence

Panda has a 35% Cart Recovery Rate

Meet Panda

Panda is one of the first mattress companies to offer a fully online shopping experience for mattresses, linen, and bed frames, making it one of the leaders in the space. From its sustainable, toxin-free memory foam mattresses to its sleep accessories, Panda products are known for being high quality and affordable. 

Developed by a team of scientists and sleep specialists, Panda mattresses are designed to improve sleep health without breaking the bank. In addition to focusing on sustainability, affordability, and quality, Panda is big on customer experience. This extends far beyond the convenience of shopping for a mattress online. It includes offering customers the option to try their mattresses risk-free for 100 nights with a full money-back guarantee.  

Reduce Cart Abandonment

The Challenge 

When Panda started working with Sellence, they had two challenges. They were looking to boost their cart abandonment recovery rate. They noticed that a customer would view a product page or add a product to their cart only to leave the site without completing the purchase. Initially, they tried to address this with traditional email marketing campaigns, but these had low conversion rates. Panda realized it was time to change tactics.

The other challenge was winning their customers’ trust. Purchasing a mattress is a big decision, and most shoppers are used to purchasing in-store. The shift to online means that Panda had to work hard to win their customers’ trust and support them throughout the buyer’s journey or risk losing the sale. And the reality is that a good website isn’t always enough to guide an interested customer through the sales process.

Rethinking sales

The Solution 

When Panda realized that integrating Sellence’s AI sales-by-SMS (and Whatsapp) platform would help reduce cart abandonment while also improving the customer experience, it was a no-brainer. Within a matter of hours, Panda was running with the real-time insights they needed to fix holes in their sales funnel.

Using Sellence AI, the Panda was able to:

• Overcome barriers to purchase

• Reach out at revenue-generating moments

• Identify parts of the purchase process that weren’t working

• Reduce the strain on their customer support team

"Sellence boosted our conversion rate among interested buyers and enhanced our overall customer experience. For a product like Panda, it proved invaluable in earning our customers' trust” 

Omer Kamhi, Data Analyst at Panda

Sales supercharged

The Outcome 

Sellence helped Panda change its approach to sales. With invaluable insights into customer behavior, Panda was able to reduce cart abandonment and transform its overall customer experience.

• Supercharged sales

Sellence’s platform helped the Panda team identify revenue-generating moments that are more likely to result in a sale. By reaching out at the right time, sales increased.

• Reduced customer service tickets

The Panda customer support team reported a noticeable drop in customer service requests. Sellence could handle customer queries in real-time as they came up, alleviating pressure on Panda’s support team. 

• Sophisticated retention

Sellence’s AI platform identified preexisting customers who hadn’t purchased in a while. By targeting them with a specific and highly relevant offer, such as sheets or pillowcases, we increased repeat purchases. 

• Overcome objections with AI

Understanding the customer is key in sales, and that’s where Sellence excels. Drawing on AI and the science of persuasion, Sellence suggests prompts to overcome barriers to purchase and customer objections.

• Fix broken sales processes

Our real-time insights helped Panda identify areas for improvement in their sales process and product descriptions and recommended ways to fix these.