Frido’s Challenge: Unlocking More Value Per Customer

Frido, a recognized leader in orthopedic solutions, had a strong and loyal customer base. However, they faced a familiar e-commerce hurdle:

How can we increase the average order value (AOV)?

While many customers purchased individual orthopedic products, they often overlooked complementary items that could improve their recovery and overall comfort.
Without in-store guidance, Frido found it challenging to educate customers about the benefits of using multiple orthopedic solutions together.

The Problem: Missed Opportunities

Typical customer behaviour before live video calls included:

• Purchasing just one product (e.g., orthopedic insoles) for a specific issue.

• Abandoning carts due to uncertainty around product effectiveness.

• Ignoring other relevant products that could improve their condition.

This led to missed revenue opportunities and limited product awareness—despite Frido offering a wide range of effective orthopedic solutions.

The Turning Point: Real-Time Engagement

Frido integrated Popin’s live video call solution into their website, enabling real-time interaction between customers and orthopedic experts.

These personalized sessions helped customers:

• Understand Product Suitability – Experts analyzed concerns and provided tailored recommendations.

• View Live Demonstrations – Customers saw how multiple products work together for better pain relief.

• Experience Strategic Upselling & Cross-Selling – Seeing complementary products in action encouraged higher-value purchases.

• Get Instant Clarity – Real-time answers eased hesitation and reduced cart abandonment.

Transforming Customer Behavior

After implementing live video calls, Frido noticed a dramatic shift in customer engagement and shopping habits:

• Longer Session Durations – Shoppers stayed longer and explored more product options.

• More Bundle Purchases – Customers bought complementary products together for comprehensive care.

• Upgrades to Premium Solutions – Better understanding led to a preference for high-performance orthopedic products.

Key Results: Measurable Success

The impact of Popin’s solution was clear and quantifiable:

• 35% Increase in Average Order Value (AOV)
  Customers spent more per transaction after personalized guidance.

• 25% Growth in Bundled Purchases
  More shoppers opted for complete care packages rather than single items.

• 40% Increase in Customer Engagement
  Visitors explored more categories and stayed longer on the site.

• Reduction in Returns
  With expert advice, customers made more confident, accurate decisions.

• 85% Customer Satisfaction Rate
  Feedback showed buyers felt more confident and supported throughout the process.

Final Takeaway: The Future of E-Commerce is Interactive

Frido’s success story shows that real-time engagement is a game-changer in e-commerce—especially in industries where expert advice is essential.

By implementing Popin’s live video call solution, Frido:

• Increased Average Order Value by 35%

• Improved product discovery and upselling

• Reduced returns

• Strengthened customer trust and satisfaction

  
  

For brands in the orthopedic industry (or any high-consideration category), real-time video assistance offers a proven path to higher revenue and deeper customer connections.