REGIONAL DIVE-IN
US
Overall score
Revolve's performance in the email experience and cross-channel experience categories earned it the strongest score overall, at 68% compared to the overall US average of 47%. The Revolve brand bucked the trend with the quality of its web app. PWAs cater to mobile platforms using techniques including fast loading times, file system access, and separate windows rather than browser tabs, making them seem more like native apps. Revolve was among the one in four brands globally that achieved a PWA score above 50 in Dotdigital's PWA audit tool. The company also offered a responsive live chat feature. Revolve’s email performance is down to its use of dynamic, personalized content tailored using past browsing/purchase history and an accessible and robust preference center.
Overall score by category
Email Experience
Customer Experience
Cross-Channel Experience
EMAIL EXPERIENCE
WINNER
CUSTOMER EXPERIENCE
WINNER
CROSS-CHANNEL EXPERIENCE
WINNER
HONORABLE MENTION:
Build.com's strong attention to detail won it the top score in the customer experience category. It provided a product comparison feature and strong product demonstration content, which is especially important for an industry with complex technical home goods. This content ranged from specification sheets through to Q&A content. Build.com offered a strong continuum of pre-sale customer care via its site, enabling visitors to use a live chat feature if the Q&A section wasn't enough. From there they could escalate to a product expert for more complex questions.
sent editorial content-led emails
offered delivery tracking
provided alternative messaging/communication options (e.g. WhatsApp, WeChat, etc.)
