Case Study: Stays In Touch With Their Customers

2 min read
  • We recommend Usabilla Live to anyone who owns a website. The way the product is made allows us to collect and manage feedback without having the usual client service route.

Alen Todorov, Marketing manager at

The company

Industry: Ecommerce
Using Usabilla Live Since: July 2012

Only two years after their launch in June 2010, has gained the trust of tens of thousands of customers, becoming the largest and the most popular online bookstore in Romania. includes an online bookstore and editorial content contributed by key influencers in publishing. Their trade policy provides discount transfer from supplier to end customer to ensure access to education and culture to a wider audience.

The Opportunity

With an annual growth of 250%, faces a challenge of keeping in touch with their customers. In the effort to keep up with their continuously growing customer base, puts a lot of effort in developing and growing their platform.

Alen Todorov, marketing manager at, heard about Usabilla Live from one of their media buying consultants. He did not hesitate to give it a try and included it in the testing of their new ecommerce platform with a limited pool of beta testers. He was hoping for a tool that allows both experienced and novice Internet users to share their experiences with

The Solution

Shortly after implementation, Alen was already enthusiastic about the tool. Especially customers that are 35+ have been very difficult to reach out to in the past. Usabilla Live allows even inexperienced users to give feedback and easily describe the problems they are having. Encouraged by the chance of speaking their mind, many users wanted to help to improve and shared their thoughts.

With the Live feedback button, users can select any part of the design and give feedback.

The fact that was able to invite people to their beta version allowed them to get instant and honest feedback on their new features from real, prospective users. There were no artificial influences and the feedback they received was used to make instant improvements to the design. Alen and his team are eager to continue using Usabilla Live to keep in touch with their growing customer base.

Sabina Idler
Sabina was technical writer & UXer @Usabilla for 5 years before she started her own UX research and consultancy firm; UXkids. With UXkids, Sabina leverages her academic research expertise, know how in child development, and strategic vision to help companies build successful digital products for children. You can connect with Sabina on Linkedin or follow her on Twitter.