Brooklinen Delivers Exceptional Customer Experience

Industry

Bedding, Home & Garden
Platform

Shopify Plus
Challenge

Building a community of loyal brand fans in a competitive industry and improving the brand experience based on customer feedback
Solution

Using Yotpo’s suite of optimized content generation tools, including review requests, coupons, and upselling, as well as community Q&A to keep past customers engaged
Results

Over 25K five-star reviews collected and seeing additional revenues from repeat purchases initiated by coupons & promoted products in review requests

Vicki and Rich Fulop, the husband and wife duo behind Brooklinen, launched the stylish linen brand in 2014.

Company

The Brooklyn-based co-founders struggled to find high-quality bed sheets that wouldn’t break the bank, so they decided to manufacture their own. After raising $237,000 in a Kickstarter, the Fulops spent the next three years bootstrapping. Today, they offer extremely comfortable, luxury sheets that start at $99.

Brooklinen has carved out a solid niche in a highly competitive market. As a direct-to-consumer business, Brooklinen focus on delivering exceptional quality & design alongside an incredible customer experience.

Brooklinen is user-generated content. That's just the bottom line. Brooklinen wouldn't be what it is without our customers. We need to know how our customers feel about us, so we can create better, more positive customer experiences for the next customers to come.

Jack Lorentzen

Senior Associate at Brooklinen

25K+

Five-star reviews

And counting

Challenge

In the saturated home & lifestyle industry, Brooklinen faced the challenge of earning customer trust and building brand fans. They needed to connect with their consumers, develop a loyal customer base, and understand what they really think in order to continuously improve their products and service.

Starting out, Brooklinen only had a few reviews on their product pages. Jack Lorentzen, Senior Associate at Brooklinen explains, “very early on we understood that we needed a review platform like Yotpo.” Brooklinen wanted to put a user-generated content engine in place, since customer-centricity is integral to their brand philosophy — “Always speak to your customer as if they’re your friend.”

Yotpo is really just crushing it in terms of the customer ease of leaving a review. In under three minutes, customers can tell us exactly what they loved and didn’t love about their experience.

Solution

Brooklinen integrated Yotpo across their site, making it super easy for their customers to share feedback, and began to leverage user-generated content throughout the buyer journey. Brooklinen used Yotpo’s coupons and product recommendation upsell features in review requests to incentivize customers to leave reviews and make repeat purchases.

For brands like Brooklinen, customer experience isn’t just about satisfaction and support, it’s about building relationships from the first interaction. By commenting back to customer reviews and leveraging community Q&A, Brooklinen builds a two-way conversation with their shoppers.

Results

Yotpo’s frictionless, AI-powered content generation tools, like the in-mail review submission and personalized, targeted requests helped them get tons of UGC. Brooklinen’s order-to-review conversion rate reached far above the industry average, facilitating the collection of over 25,000 five-star reviews: “We didn’t get reviews before Yotpo. Now, we get hundreds of reviews every single day.” With authentic customer content across their site, Brooklinen increased shopper trust, eased the purchase decision, and have seen a significant uplift in on-site conversion.

Brooklinen have also generated repeat purchases in the past year from customers leaving reviews who then click on promoted products or redeem the coupon incentives offered in Yotpo review requests.

The brand uses the feedback they collect with Yotpo to fuel their customer experience and service. By answering shopper questions and responding to reviews on site, Brooklinen can solve customer service issues on the spot, offer transparency, and foster customer loyalty. “We want to start conversations with all of our reviews. Whether five star or one star, we need to have those on our site so we let people know that we can mitigate situations like this in the future. If you had a shipping issue, we want to help out with that in the future.”

Yotpo brought our website to a completely new level. It's the glue that really keeps our customers’ user experience together.

Advice

“I think what sets us apart is not only that we take feedback and that we run with it, but that we strive for it and crave it. As an eCommerce company, customer feedback is what helps us adapt and learn.”