GoKwik Helps Lenskart Increase PAN India Serviceability By 358%

The GoKwik Solutions

After studying Lenskart’s order data and customer behaviour patterns, GoKwik understood that the leading eyewear marketplace would immensely benefit from GoKwik’s RTO Protection Suite.
The AI-ML-backed solution has been designed to help eCommerce businesses identify leakages across their conversion funnel, including high RTO shoppers and scenarios, and implement necessary interventions.
From Lenskart’s point of view, GoKwik understood that the first thing the eyewear marketplace needed was a solution to identify high-risk shoppers2. For this, here’s what GoKwik did.

• Analysed the source from where a shopper was entering the website
• Classified them as high, mid, or low-risk shoppers based on their previous buying history and 200 other behavioural parameters
• Placed necessary interventions during order placement for each of the above-classified buckets
• While doing this, GoKwik also identified that a web script was punching thousands of fraud orders on Lenskart’s website rather than actual human shoppers. GoKwik immediately blocked the script, helping the eyewear marketplace witness an immediate reduction in their RTO rate3.

With the RTO Protection Suite in place, GoKwik also helped Lenskart to open serviceability across areas/pin codes that earlier served as risky areas or low conversion generating locations.

Here’s what GoKwik did.

• Identified product IDs and pin codes where maximum RTOs were happening using GoKwik’s network-based intelligence
• Used UTM-based blocking to reduce the risk of fraud activities
• Identified high-risk shoppers by raising red flags
• Blocked low-intent shoppers from placing cash-on-delivery orders
• Streamlined data sources to reduce human intervention
• Embed RTO Protection Suite Powered By GoKwik

The Result

The GoKwik-Lenskart partnership yielded the following results.

• Approximately 18000 fake orders were identified at the initial stage due to a fraud web script running, saving the eyewear marketplace nearly INR 2.34 Crores in GMV
• Detecting and blocking nearly 2000 fraud orders a day
• From initial serviceability across 5000 pin codes, Lenskart now serves 26000 pin codes PAN India

• 80,000 more COD tags added post-Gokwik’s intervention
• Cash-on-delivery orders increased by 195%
• Average order value improved by 5%
• Total GMV improved by a whopping 209%
• RTO rate contained between 15% and 19%

“With GoKwik’s RTO Protection Suite in place, Lenskart has not only benefited in terms of identifying almost 2000 fraud orders per day but increased serviceability PAN India and improved GMV by almost 209%. GoKwik’s intervention has been a true value-add for us.”
— Puskar Pandey, Product Manager, Lenskart

Future Endeavours

GoKwik is dedicated to building the best-in-class and most effective solutions for the global eCommerce industry. Our goal is to help every eCommerce brand, irrespective of their type or size, to benefit from our cutting-edge solutions and gain exponentially in terms of excellent customer serviceability and satisfaction, better revenue generation, and increased profitability margins.

With the same vision, we aim to scale our interventions with Lenskart and build new and more advanced features to help the eyewear marketplace increase conversions, contain RTO rate, and become a global household eyewear name in the coming years.

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