Kapz: Bicycle Customisation- Case Study

Kapz is a leading name in the world of cycling customisation. 

Founded in 2012 by experienced cyclist Khush Jabble, Kapz makes and sells custom bicycle headset caps and other accessories.

Since Khush made his first custom headset cap back in 2005, the business has gone from strength to strength. Khush’s decision to move the website to ShopWired in 2016 was a key part of this success. 

In this case study, we’ll explore how ShopWired has supported Kapz’s growth, helping them improve their online presence to capture the attention of cycling enthusiasts across the globe. 

Brand: Kapz

Industry: Bicycle Customisation 

Formed: 2012

Location: Somerset, UK

Joined ShopWired: 2016 

Website: www.kapz.com/

Background and Vision 

The story of Kapz began in a modest workshop in Somerset, where Khush, fueled by his passion for cycling, saw an opportunity to merge creativity with cycling. He crafted his first custom headset cap in 2005. This initial project laid the groundwork for what would become Kapz. 

By 2012, Kapz was officially launched, turning a personal passion into a thriving business that resonated with cyclists. 

Bicycle headset cap from Kapz

Headset cap fixed to bicycle 

Khush’s vision was clear: to provide cyclists around the world with the means to personalise their ride. Initially starting with headset caps, the business now offers a variety of customised bike accessories. 

Recognising the potential for further customisation, Kapz have introduced new printing techniques and materials in recent years. In June 2024, for example, they created their very first 3D printed products in titanium and aluminium. They also improved their production capabilities with investments in cutting-edge machinery to meet growing demand. 

The Website’s Early Days 

Khush launched their first website in 2012 on EKM. Whilst this allowed them to start making sales, things didn’t go smoothly. He told us: 

“At the time, EKM did not have responsive themes, which caused a myriad of problems for users accessing the website on mobile. Unfortunately, the user experience wasn’t good enough and we had to move away from EKM soon after launch.”

Kapz then migrated to Magento, but this only made things more complicated and complex.  

“We joined Magento after EKM, but navigating Magento is tough as a one-man band. We had to pay for expensive developers and support, which wasn’t ideal. I found myself spending too much time on website issues and not enough time on running the business.”

After researching other ecommerce solutions, Khush decided to migrate the website to ShopWired in 2016. From the get-go, the issues that had plagued them on Magento became distant memories, and Khush no longer had to rely on costly developers or external support to build his website. 

Let’s take a closer look at how ShopWired has supported Kapz and their growth. 

How ShopWired Helped Kapz Grow Online 

Simplified Web Design

Moving Kapz to ShopWired dramatically improved the design process. Khush was able to take full creative control of the website without needing external help. ShopWired’s user-friendly design interface meant Khush was able to build a perfect store in just a week! 

“All I had to do was choose a website template, upload my products, and ShopWired does everything else. I’ve even helped friends set up websites on ShopWired in no time!”

This ease of use freed up Khush’s time, letting him focus on the creative and logistical aspects of the business rather than getting bogged down by the technical complexities of website management, as was the case with Magento. 

Integrations 

ShopWired’s array of apps and integrations let merchants easily extend the functionality of their website. Simply install the app and connect it to your site. 

ShopWired Zakeke Integration 

For Kapz, ShopWired's Zakeke integration in particular has revolutionised their site. This integration has enabled the incorporation of a live 3D custom cap designer tool on the website. Customers can use the interactive tool to design custom headset caps in real-time, providing a dynamic way to see the final product before purchasing. 

Kapz Live 3D Builder (from Zakeke)

The live 3D builder not only boosts customer engagement by allowing a hands-on customisation experience, it also reduces the likelihood of returns since customers can see exactly what they are ordering before making a purchase. 

We’ve had a play around with the live 3D builder and it’s really fun to use! You can try it here. 

Responsive Designs 

Today’s shoppers use a variety of devices to shop online. Whether it’s mobile, desktop or tablet, it’s important the website looks good and behaves well across all devices. ShopWired’s responsive themes are built with this in mind. 

Live 3D Kapz Builder- Desktop

Live 3D Kapz Builder- Mobile 

ShopWired’s responsive themes help ensure that customers get the full Kapz experience regardless of device, meaning no lost sales from unresponsive elements or layout issues. 

Increased Visibility and Sales 

ShopWired’s platform is built with performance in mind. With reliable infrastructure and themes optimised for SEO, ShopWired has helped Kapz increase their online visibility substantially. As a result, the business now receives more organic traffic and sales.

From a small workshop in Somerset, Kapz now reaches cycling enthusiasts from different parts of the world, with 60% of their sales coming from outside of the UK. Impressive! 

Improved Customer Support 

ShopWired has helped Kapz carry out their commitment to excellent customer service. With features that streamline customer communication, Kapz can maintain their promise of being available 24/7/365. 

The integration of Zendesk’s live chat allows them to manage inquiries quickly and effectively, boasting an impressive average reply time of just 8 minutes! This level of responsiveness is one of the reasons Kapz receives glowing reviews online. 

Showcasing Products 

For a business selling custom products, showcasing those products in all their glory is of paramount importance. ShopWired’s product pages are designed to do just that. You can add high-quality images, videos, descriptions, enable customer reviews, add Q&As and more. 

Results achieved 

Global Sales

Kapz has transformed into a global brand since joining ShopWired. The combination of innovative products, supported by a platform that’s optimised for success has helped them extend their reach far beyond the UK. Today, the business proudly serves, quite literally, the whole world. 

“We are proud to have a KAPZ customer in every single inhabited country on planet Earth where a bicycle is ridden.”

This global presence has not only increased their sales but also solidified their presence in the cycling community worldwide.

Khush added,

 "The response has been incredible. Being able to reach cyclists in nearly every country where there’s a road has truly exceeded our expectations."

Soaring Demand

The demand for Kapz's products has continued to grow over time. Khush explained the impact: 

"Our website is optimised to rank well. As long as we maintain our keyword strategies, customers find us easily. It's been fantastic to see customers find us naturally online. Years ago, before the website, we had to rely on cycling magazines to get our name out there.” 

This surge in demand is reflected not just in the increasing web traffic but also in sales. The business has reached new milestones since joining ShopWired, and expect this to continue into the future. 

Exceptional Customer Support Ratings

Kapz's commitment to exceptional customer service is one of the reasons they have 5 out of 5 stars from over 1,600 reviews. 

"The rapid response capability provided by ShopWired means our customers never wait long for help. This responsiveness is a big part of why we have maintained a 5-star customer service rating. We aim to respond to all support queries within 8 minutes."

This dedication to support has not only bolstered customer loyalty but has also set Kapz apart as a leader within the cycling accessories market. 

Interactive and Engaging Design Tools

ShopWired’s flexibility has enabled Kapz to integrate advanced tools like the Live 3D Kapz Builder directly into their website. Khush mentioned how this tool has revolutionised the shopping experience:

"The Zakeke integration with ShopWired has been a game changer. It allows our customers to see their custom designs come to life before they make a purchase. This has dramatically increased our conversion rates."

Integrating Zakeke was a breeze, contrasting sharply with their experience on Magento. 

Future Outlook

Looking ahead, Kapz aims to maintain their upwards trajectory by continuing to innovate and improve the website. Khush's commitment to innovation is evident in their ongoing product development, especially with their recent forays into 3D printed products and the expansion into new materials like titanium and aluminium. 

ShopWired will continue to play a crucial role in supporting Kapz’s growth, providing all the necessary tools they need to keep growing. This partnership will help Kapz remain a top choice for cycling enthusiasts around the world. 

Explore Kapz Today 

Discover more about Kapz and their custom cycling products by visiting their website here. 

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