During a partner day at WebshopHeroes, we run into Lucas Freriks. He tells us about Sooqr as a search function for webshops. Sooqr now assists ContactCare customers with a search engine evaluation and makes millions of detailed articles searchable. We embrace this customer-friendly and webshop-friendly tool. In this interview, Lucas speaks with us.

Everyone is looking for an unparalleled level of service

How did Sooqr come about?
"The founders of Sooqr used to work at the web agency Websight in Hilversum. They collaborated with Phonehouse. Phonehouse indicated that they wanted something with a search function within their website, but couldn't find a provider that could deliver what they envisioned as an organisation. Their own research showed that 95% of online search queries presented a different result than desired. The web developers took the initiative and expressed the desire to build software for a search function. They developed a strong algorithm. Phonehouse was enthusiastic... so were we. At that moment, we wanted to move forward and since 2015 the Sooqr brand has stood on its own two feet."

No longer a start-up, how's that going?
"Yes, we're just in the growth phase. We've worked on the interface, personalisation, and smart tools for Sooqr as a search function. Sooqr has grown rapidly and has invested to capture market share. That's been successful, our business model is validated. We're no longer just a product; we're a company with a growing team and number of customers. Now we want to grow further, we're certainly not where we want to be yet. We're working in dollars for a reason. Let's say that by Dutch standards we're no longer a start-up, but internationally we're at the dawn of, who knows, equally great success."

In what way does Sooqr add value to online shops?

"Sooqr is designed to optimise findability for both consumers and businesses. Customers can find exactly what they are looking for and see results without having to press the enter button. It's profitable because you gain customers when your search function works quickly. Research has shown that every extra search second results in a loss of 1/3 of customers. Sooqr additionally helps as you, as an entrepreneur, can influence certain search queries. Suppose a specific brand within your collection is very lucrative, you could indicate that you want this brand to be shown higher in search results than other brands."

What proof do you have that Sooqr increases conversion?

"There is practically no example of a customer who doesn’t see their conversion increase once they start using Sooqr. Let me say that our search engine, in 95 percent of cases, is a profit margin instead of a cost. Some customers see their conversion increase by two to three hundred percent. Currently, a customer's conversion rises by an average of ten percent. The conversion is measured in the number of orders relative to the number of searches. We also see an increase in order value and pageviews. Together with our customers, we conclude that more is bought and that the number of pageviews increases, rather than visitors dropping off."

What is the aim on Sooqr's horizon?

"Our big goal? We want to become the number one search engine worldwide. It's ambitious but realistic, as long as we remain as fast and relevant as we are now. The number-one mantra works well within our organisation. Sooqr can position itself better due to the big goal, we can set short-term goals that align with the long-term aim, and even in conversations with applicants, we can concretely discuss our company’s future."

Looking for colleagues then. What does your future at Sooqr look like?

"I think there could be a role for me as Head of Sales and Marketing. There are still so many opportunities at Sooqr and I now have the experience to lead. That’s because I’ve been part of the company since it officially started under the current name. It’s sometimes joked: 'Lucas, you’re our very first depreciation'. It’s an advantage that I know the organisation’s character. Who knows… I might lead the way on the other side of the ocean. That would certainly fit with our big goal."

You embrace Sooqr's character. What are you most proud of?

"Our support and the contact we have with customers. We want to be able to switch quickly for every customer, speaking to everyone personally. Now that we're growing, it's crucial that we remain focused on this personal contact with Sooqr's customers. We want to grow and simultaneously avoid making customer contact an automatic process with a cold character. That's why we create online video tutorials based on frequently asked questions. We ensure tailored communication towards our customers. Thanks to our system, we have more insight into the personal preferences of a customer. So, Sooqr users become increasingly satisfied, consequently reducing the number of initial support calls. We also want to inform multiple customers about Sooqr simultaneously during training days in the future. All in all, there will be more qualitative rather than quantitative contact with our clients. We're being smart about customer friendliness."