Omnichannel specialists One iota have enhanced their digital offering with the addition of a new clienteling app, as part of its in-store portfolio.
The app is used by sales associates to help build and maintain long term relationships with key customers, using data about their personal preferences and previous purchases. By utilising functionality within the in-store app, assistants are able to view a customer’s previous buying behaviour to create a more personalised and informed shopping experience. The app becomes a tool to support and enhance relationship-building activities between store associates and customers, going beyond traditional CRM systems by incorporating face-to-face interaction.
The significantly enhanced app features notes, wish lists, recommendations, alerts and purchase history, enabling sales associates to bring the often more developed online shopping experience functionalities, into stores. With a deeper understanding of the customer’s buying behaviours and past purchases, store assistants can advise and recommend items tailored to the customer – offering up the perfect opportunity to upsell to an already captive audience.
Joe Till, head of multichannel solutions at One iota explains more: “Clienteling has fast become a buzzword over the past year or so and we found that more and more of our clients were asking for this type of personalised functionality to be included within their existing apps, to help provide an enhanced experience in-store.
“It can be hugely beneficial to both retailers and shoppers alike, particularly when plugging into services such as Click & Collect. As research shows, 35 per cent of customers who collect orders in-store will go on to purchase further items while they are there. By encouraging customers to try their purchases on there and then, store associates can help them find different sizes and styles if the item is not right, hugely reducing return shipping costs.
“Our clienteling in-store apps are already being used by several of our clients – all of whom are seeing fewer returns, increased in-store revenue and improved conversion rates in-store.”
Share