Journal · Online store
The store's search didn't understand what the customer wanted
- The situation
- An online store had search on exact words only. Anyone who typed "something for the balcony, rain-resistant" got nothing and left.
- What I proposed
- Let the customer say what they're looking for in their own words, and let the store show the right products.
- What I fixed
- I put ShopBot in the store. It understands the request in plain language and shows real products from the catalogue, with a photo, price and link. If the assistant is unavailable, the standard search takes over.
- The result
- Customers find the product even if they don't know what it's called, and the store sees in the statistics what people actually look for.
A customer doesn’t always know the name of the product they want. They only know the problem they want to solve. A search that understands this doesn’t lose buyers to an empty page.