MULTITASKING TALENT AND ENERGY FOR THE MULTI-BRAND SPORTS RETAILER
The story of our partnership with Game7Athletics is all about overcoming challenges and triumphing in the most sporting of ways. In the complex, competitive world of multi-brand sportswear, we’re at the brand’s side with a blend of strategy, management and execution capable of making the e-commerce business launched in 2021 into an undisputed champion.
UX, ONLINE STORE MANAGEMENT AND RETAIL ADVISORY SERVICES
We put together a talented team to take on the most complex challenge for a multi-brand e-shop: managing a huge amount of internal stock and cataloguing it by individual brands, products and product categories. We covered everything from drawing up a retail strategy to store management. We established the business plan, handled the operational management of the store, identified the top products, shared guidelines for use when putting products online and took full charge of the e-shop catalogue. All of this was complemented by UX-UI advice to ensure that the digital experience was in keeping with the brand’s visual Identity and the customers’ expectations.
CREATING RELATIONSHIPS WITH CUSTOMER CARE
Trust, close ties and satisfaction are the pillars of our success on the Customer Care front, helping us to transform consumers into genuine brand lovers. Combined with our know-how and experience, this approach ensures that customer relations go smoothly in all of the phases of interaction with the brand. From pre-sale processes to after-sales services, we are there to support customers at all touchpoints, including social media, voice and email. The goal is promote positive sentiments and build valuable relationships.
CUSTOMER CARE FIGURES
In order to guarantee customer satisfaction, we based everything on data and espouse specific KPIs. We constantly carry out qualitative and quantitative monitoring of interactions and capitalize on feedback, using the insight gained to guide future actions and measures. Over time, this has enabled us to reduce the number of interactions despite an increase in orders, keeping up an average share of 0.55 in 2022, compared to an average share of 0.64 in 2021 and an average of 0.60 for the sports industry.
SOCIAL MEDIA MANAGEMENT
We help the brand with its online communication and manage its Instagram and Facebook content calendar, which is aligned with its sales. The range of support services we provide includes drawing up content calendars, running advertising campaigns, and objective-oriented advice on specific formats, topics, contents and channels, as well as developing ideal creative ways to convey the brand’s tone of voice and sporting identity. For example, in December 2021 we opened a Spotify profile for the brand and we have conceived and produced all of the content for it, from the playlists to the graphics.
Check out the Game7Athletics Spotify profile.
SEO & DIGITAL PERFORMANCE
The brand is in a highly competitive field and we took that into account when drawing up its SEO and Digital Marketing strategy. Ahead of the website migration, we began to pave the way to organic coverage through pre-live analysis and strategy activities, to go alongside optimization, link building and creating content to boost organic performance. The Digital Marketing strategy worked in synergy with the organic activities, with cross-channel campaigns to provide full-funnel coverage, through both searches and social media advertising. The results speak for themselves.
ENHANCING PERFORMANCE WITH ONGOING OPTIMIZATION
We take a dynamic approach and we’re always looking to recommend new measures based on data and insights. Some of the activities proposed in the pursuit of continuing growth include introducing WhatsApp to create an even more instant connection with the target audience, following up on reviews on Trustpilot, and starting up a live chatbot.
See the Game7Athletics website.