Mia by Tanishq is an Indian jewelry brand and a division of Titan Company, founded in 1994. In 2011, the Tanishq group launched the sub-brand called Mia for working women, and Mia by Tanishq was born. Since then, a brand is a favorite place among many Indians, when shopping for jewellery.
Jewellery brand Mia by Tanishq was not convinced about the experience they were providing to their online shoppers. They wanted to harness the engagement in order to loyalize their customer base by using a customer discussions channel. For the brand, customer feedback is important so they needed to find a way to engage with them. With a feature that enables discussions through the community of their brands, Mia by Tanishq knew they could generate new leads and create a community that trusts itself by advising and providing feedback among one another.
Mia by Tanishq introduced Squadded social shopping solution to their website to create an engaging platform on their own channel. Squadded allowed users to share their experience with products, ask questions directly from product pages about jewellery pieces, or get in touch with the customer service team. Even experts from the brand were involved to manage the high number of questions.
Staff at the company used the dashboard to manage and answer questions, in the backend to fasten the process and help users immediately. Using collected data and issues customers are dealing with, Mia by Tanishq better understood their customers and adapted the channel to them.
With the implementation of the Squadded social shopping, Mia by Tanishq noticed a real impact on its revenue with a conversion rate increasing to 123% and the average website session duration rising up to 309%. More than 10% of website users are engaging through the platform, which provides the brand with direct insights and information about the customers.
The brand took advantage of Squadded sharable wishlists and observed a result of 3 times more leads generated per day on its website. Their use of the analytical dashboard helped them understand its customers’ behavior in order to target new leads.