Ubix helped our organizations increase our Web order conversion rate by offering incentives and referral opportunities, both of which were integrated into the order process. As a Paternity Test lab, we integrated marketing research, discount offerings, and customer service dialog into the order and fulfillment process. Our business model includes sending out free test kits. We get paid when the kits are returned, thus the conversion rate is critical to our success. We increased our order conversion by 42%.

• Increasing order conversion rate
• Learning market demographics
• Identifying satisfaction issues

• Order survey: Provided customer demographics so the client understood who was buying their services and what they needed.
• Dialog: Customized a 45-day individualized communication stream based on customers’ needs and behavior, which resulted in a significant increase in revenue.
• Satisfaction survey: Conducted a follow-up survey to assess customer satisfaction with the order process, turnaround time, and services. Integrated the “tell a friend” referral program as an integral part of the follow-up process.
• Customer service: Automated the customer service and follow-up program by company representatives.
• Market intelligence: Generated and published bimonthly market, customer behavior, and satisfaction reports.