eFarma.com:
Boosting KPIs & its online reputation
An award-winning online pharmaceutical shop in the Italian market.
URL: eFarma.com
Market: B2C
Founded: 2013
Trusted Shops membership: 2017
Want to learn how Trusted Shops can help your online business?
Atida eFarma & Trusted Shops
Atida eFarma implemented the trust solutions of Trusted Shops in 2017. Upon seeing significant success over the last few years, we reached out to Veronica Gamba, Brand & CRM Manager | Product Owner at eFarma.com to share their story.
Read about:
Atida eFarma: a company with values, ethics & a mission
Founded in 2013, the company’s goal from the very beginning has always been to give users an easy way to get pharmaceutical advice and medication without leaving their homes, all while maintaining the human element.
In order to keep their promise of putting people at the core of their business, they keep to three essential values: responsibility, dedication, and humanity. The pharmacists at eFarma.com only recommended products they truly believe in while even discouraging purchases that are not justified by their therapeutic needs.
By giving each customer the special attention they need, eFarma actively works to build trust, loyalty, and connections with consumers in a digital world. Working with Trusted Shops has been a perfect fit.
Building trust is a must in the pharmaceutical industry
Translated from eFarma.com rating as of 24 July 2024
Building trust is essential in the health industry, especially when it comes to medical products. It’s something that Atida eFarma knows very well.
Trust elements are found throughout the online shop, ranging from customer reviews throughout the site to dedicated landing pages to explain their services. Their chat system helps bring a human element to the brand. It allows users to speak to a pharmacist and even helps them book specialist visits and diagnostic tests.
It all culminates at the footer of their website, which is filled with any information the consumer might want to find: From awards and certifications to mission statements, customer service, legal topics, and payment info.
Trust is built through transparency and amazing customer service.
This is where you’ll find the Trusted Shops Trustbadge®, giving potential customers immediate insights into the reputation of the brand. With a quick click, users can see authentic customer reviews and explore customer feedback even more deeply if they so desire.
Alongside all these other trust elements in the footer, Trusted Shops stands at the front providing users with an immediate feeling of “trust at first sight”.
Increased KPIs since Trusted Shops implementation
We spoke with Veronica Gamba about the effects of implementing the trust solutions from Trusted Shops. When asked why the company chose to work with Trusted Shops, she said:
“Because Trusted Shops inspired confidence in us. Because we know that only verified customers can leave reviews. Because of the ease of implementation. Because of the distinctive additional services provided to us compared to competitors.”
As we look a bit deeper, there were some notable key performance indicators (KPIs) that saw significant increases since Trusted Shops was implemented:
Increase in
turnover
A 13.6% boost in turnover since implementing Trusted Shops solutions.
Increase in
returning users
Since implementation, a 55% increase in returning users year on year has been observed.
Improvement in cart abandonments
According to GA4, the cart abandonment rate improved by 4.1% since implementation.
According to Veronica, the 13.6% increase in turnover is also evidenced in the 3.9% boost in average basket values (AOV), going from €50.2 to €52.5 in the same period. The 4.1% improvement in the cart abandonment rate also shows the effect of building trust.
An improvement in customer loyalty can also be seen. Veronica points out that:
“From a CRM side, we could confirm loyal user analytics data when we noticed a substantial increase in the propensity to repurchase of +77%. The evidence shows that Trusted Shops definitely influenced that increase.”
Improving their reputation around the web
Communicating a brand’s trustworthiness directly in its online shop is extremely important, but a brand’s online reputation extends beyond its website. This is why Atida eFarma decided to take advantage of the Trusted Shops Reputation Manager.
Whether it is the Trusted Shops shop profile, other popular review portals (such as Trustpilot), or displaying reviews in Google Ads, using the Trusted Shops Reputation Manager allows Business Members like Atida eFarma to take more control of the brand image that exists beyond their site.
When a consumer decides to research a company, they often head to popular search engines like Google to investigate the brand. Think of it like “getting a second opinion” from a doctor (or pharmacist).
A simple search like “efarma.com reviews” (efarma.com recensioni) can trigger Google Ads as well as other reviews platforms in the search results. What users see here can significantly impact how they perceive your brand, whether it’s a “first impression” or a “second opinion”.
The Reputation Manager lets eFarma.com send review invitations to open review platforms like Google Customer Reviews or Trustpilot, even though they are not a customer. Not only do these reviews show in the results, but Google often uses them as a source for their Google customer ratings as well.
“The Reputation Manager has made life easier for us in managing reviews across the web… It has helped us turn things around. We’ve improved reputation-wise by gaining 0.5 points in our overall rating in just a few weeks.”
Veronica tells us that they know that unhappy customers tend to be more motivated to give feedback, which is why they head to open review platforms. On the other hand, happy customers tend to leave positive reviews when they are invited to do so. That is what the Reputation Manager helps them do. By dispersing customer review invitations to different platforms, eFarma.com was able to improve its online reputation across the web from one easy-to-use system within the Trusted Shops platform.
