TeknoSA, Istanbul, Turkey: Teknosa's Website

18 June 2022

Total 200 words used.

Our goals and objectives lie within creating and delivering value to our customers by designing omnichannel processes that would improve shopping experiences while increasing key performance KPIs. Unique and user-friendly interfaces were created to match marketplace transformation needs like providing seller ratings, and reviews, asking questions to sellers, and demonstrating various product and price offers. We added new features such as product finder, comparison, enhanced search experience, price & stock notifiers, and personalized lists. We designed a fast & easy login process, shortened the path to purchase, and added self-service after-sales functionalities such as order cancellation/return, and enhanced delivery tracking. After-sales services were gathered under a single roof to make it easier for customers to find.  A design guide was prepared to set out design rules in line with our brand image. Hence, new features and functions that will be added won’t look unprofessional.  Various new touch points were added such as WebChat, VideoChat, and VideoChat for hearing impaired customers, to become accessible for all customers, during-sales and post-sales processes. We met our objectives successfully as online NPS rose by 11 points. Online sales revenue increased 35% and mobile app downloads increased 30% in the first 5 months of 2022.

We simplify the digital shopping experience with our newly introduced Web site, offering creative new designs and features for our customers. These include:
-Designs and features compatible with our Marketplace transformation. Such as a new navigation panel, seller pages, seller rates and reviews, different offer versions for products. We’re standing behind the promise of delivering the “trust” feeling Teknosa built over years, by only letting in the highest quality merchants as our partners on our marketplace.
-Personal Product Finder (in 6 categories) providing a personalized recommendation survey which takes place of store sales-assistants and offers most relevant products, engaging customers more.
-We’re also offering a simplified check-out process, easy cancel/return processes, price reduction and stock notifiers for a better online shopping experience. 
-We have created lists to make it easier to save favorite products, keep track of changes in price and stock. As a next step, personalized lists and following other people’s lists will be live soon. 
-Enhanced search experience is another new feature allowing customers to search with barcodes, images and sounds. Typos are recognized, best matches and popular keywords are offered to make it easier for our customers to find what they are looking for. 
-Product comparison feature is added to help the decision process of our customer. Additionally, it’s much easier to gain detailed information on products now as we have enriched the product detail pages with unique content.
-Adding various new touchpoints to support our customers through different channels was another priority to excel the experience we deliver. Web chat was added with a new and simplified design, allowing customers to reach our chat agents easily. Whatsmore, customers can make payments through easy links provided by our chat agents. We are also pioneers in Turkey to offer  Video Chat services, allowing our customers to get the physical store feeling when they are shopping at the comfort of their homes. In addition to that, to become more accessible for all of our customers we are offering Video Chat for hearing impaired customers.With these initiatives we’re supporting our customers both during the sales process and post-sales process.