Ve Interactive (North America) recently spoke with client – FramesDirect.com, to review their recent experience in using our VeCapture & VeContact software. We are delighted to share their experience with you.

Ernst & Young Entrepreneur of the Year 2011, FramesDirect.com provides almost 116,000 different frames and prescription lenses throughout the U.S.

Situation When did you start using VeCapture? We began on June 17, 2011.

Were you surprised to discover that there was technology out there to address shopping cart abandonment? Not surprised, but pleased, as this technology helps us recover abandoned sales we wouldn’t have normally been able to recover.

Did you have any concerns about capturing abandoned shopping carts and remarketing to those customers? One concern was making sure that the emails represented our brand accurately. We worked closely with Ve Interactive’s design team and I am pleased to say that we are delighted with the final products as well as Ve’s hands-on approach.

We were also concerned about CAN SPAM. However, since Ve Interactive is well versed in all aspects of data privacy and protection, we received great advice on adopting best practices. A few of these areas were email structure, as well as data collection practices. Ve Interactive did a great job with the look and feel of the emails and we’ve had positive feedback from our customers.

Solution What kind of remarketing campaign did you start with? We focused on design and incentive remarketing. We have minimal text in the remarketing emails, and wanted focus on the incentive to complete the purchase. We hope this incentive-focused look will bring customers back to our site, where we can assure them of the value and level of customer service we provide.

We plan to test other campaigns if conversions appear to decline in the future. We are currently running cascading emails: The first one is sent within one hour, the second (if necessary) within 36 hours of the initial abandonment. These emails remind the customer that they left something in their cart and that they’ll save by coming back to complete their purchase.

Results What has the sales uplift been? Without giving away our figures, this campaign has accounted for a significant uplift and we are very pleased with the initial results. We are confident in the campaign and plan to keep the content as fresh as possible for our customers.

What are your campaign plans going forward? We plan on trying different incentives as a way to keep offers from appearing stale and to maintain a sense of urgency to return to our site. We would also like to alter the images in the emails as a way to highlight top-selling products as well as seasonal trends.

Thank you for talking to us FramesDirect.com, we are looking forward to continuing our successful working relationship with you.