Mobile Shopping

Once considered mutually exclusive, brands and retailers are becoming wise to the fact that in-store and online shoppers are often one and the same. Salesfloor, a retail technology company that connects e-commerce shoppers with in-store sales associates, released new findings today that proves a direct correlation between in-store consumer spending and the quality of service received online.

To collect the results, Salesfloor conducted a controlled experiment over a three-month period in retailers spanning categories that included apparel, toys, beauty and baby. Approximately 150 sales associates participated in the research. When a final spend was completed in-store, sales associates asked the shopper if they received any assistance online that informed the purchase. Associates then connected the relevant purchases to former Salesfloor interactions.

Shopper shopping bags marketing

Consumers are spending — online and in stores.  Shutterstock / kikovic

The research found that with purposeful online clienteling and personalized content, shoppers are more likely to complete a purchase in a physical location. The report said, “Thirty-eight percent of sales were completed in store after the customer shopped online on a retailer’s web site and connected with associates using Salesfloor live chat or other shopping services.”

What’s more, 31 percent of sales were completed in store after the consumer received personalized product recommendations directly from an in-store associate. This echoes the resounding feedback from the market — brands are scrambling to find solutions to align in store and online shopping experiences. Retailers are navigating oversaturated markets to find shoppers and build customer loyalty, while securing meaningful data on spending habits to boot.

“Our data clearly shows that retailers who integrate their associates in the online customer experience are seeing measurable results in store,” says Oscar Sachs, chief executive officer and cofounder of Salesfloor. “Today, it’s more important than ever to bridge the gap between shopping online and in store, to meet the expectations of today’s omnichannel customer.”

Salesfloor aims to enhance the omnichannel shopping experience. Its platform acts as a liaison between consumer and in-store associate to enhance the online customer service. With its technology, individuals are able to peruse online and connect with in-store sales associates to receive guidance on product selection and more.

More on Customer Service Strategies from WWD:

Distracted Shoppers Call for Intuitive Customer Service

Winning Strategies of Successful Customer Service Teams

Important Lessons for Retailers Found in Unexpected Categories

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