Ferns & Petal, one of the leaders in online gifting has been registering 100 percent growth Year on Yea (YoY) and claims to consistently maintaining 10 lakh of sales every day. “We are achieving 100% growth YoY, we could see the traffic growing on the website as well as our call volumes has increased at the call centre where more and more customers are calling to send gifts to their near and dear ones. As far as growth of traffic is concerned we are trying to take full advantage to improve our conversions by implementing new features and better usability and making it even easier for a consumer to choose & buy his gifts online. We are trying to make our website as user friendly as possible” said Pawan Gadia in an exclusive interaction with iamwire.
To handle and continuously maintain this level of growth FnP has doubled the call centre and back office man power strength to ensure better quality of services and customer experience which is ultimately increasing customer loyalty and repeat cliental. In addition to that FnP has introduced complaint escalation process for customers which is helping them to resolve customer complaints in a timely and efficient manner, it also has vendor evaluation process in place where in we evaluate our vendors on a regular basis and reward and penalize them based on their past performance.
Sharing views on how FnP is achieving this growth, Gadia said “We are able to maintain average daily sales of 8-10L through the continuous efforts via referral Programs, Social Networks, affiliate and Alliance programs, Corporate Sales, promotional Offers for existing customers, SMS and Email Promotions including SEO &SEM campaigns”.
Even though Valentine Day looks far for love birds, however FnP has already been gearing up for this since December and using lots of analytics and studies to map consumer’s taste. Throwing lights on it Gadia added that for Valentines a whole new range of products are being launched based on studies done on our customer’s taste. Our vendor management team is busy adding more and more vendors in all the cities to ramp up our delivery network for valentines’ pressure to strengthen our delivery network.
Apart from the regular product range of flowers, plants and gifts, this time FnP will be launching lots of personalized gifting options, however FnP did not disclose the detail about it as it is their secret sauce.