35% Increase in Online-to-Store Conversions
The BOPIS option encouraged more online customers to visit physical stores, driving foot traffic and boosting sales.
EonPath’s Omnichannel Retail Solutions
Bridging Online and In-Store Experiences for Retailers
At a Glance
35%
Increase in online-to-store conversions
20%
Boost in customer satisfaction
15%
Rise in repeat purchases
40%
Increase in cross-channel engagement
Introduction
As retail customers increasingly navigate between online and in-store shopping experiences, a unified approach to customer experience (CX) is essential. RetailConnect, a major retailer, needed to integrate its online and physical channels to provide a seamless shopping experience that encouraged loyalty and repeat purchases. Partnering with EonPath, RetailConnect implemented an omnichannel strategy that bridged digital and physical interactions, enhancing customer satisfaction and driving revenue growth.
The Challenge
RetailConnect faced challenges in aligning its digital and in-store customer experiences. Customers were frustrated by the inconsistencies between channels, such as product availability, pricing, and service. To retain customer loyalty and boost engagement, RetailConnect needed to provide a cohesive experience that integrated its physical stores with its e-commerce platform.
Key challenges:
- Bridging the gap between online and in-store shopping experiences
- Improving customer satisfaction across multiple touchpoints
- Encouraging higher conversions and repeat purchases
EonPath’s Approach
EonPath employed its Omnichannel CX Integration service to create a synchronized experience across RetailConnect’s online and physical platforms, focusing on a smooth, frictionless journey for customers.
Steps taken:
- Unified Product and Pricing Strategy: EonPath worked with RetailConnect to establish a single product and pricing view across channels. This ensured customers had consistent information, whether shopping online or in-store.
- Seamless Online-to-Store Transitions: EonPath implemented options for online-to-store interactions, such as “buy online, pick up in-store” (BOPIS) and in-store inventory checks, making it easy for customers to transition between channels.
- Cross-Channel Customer Support: EonPath trained RetailConnect’s support team to handle customer inquiries seamlessly across online and physical channels, reducing frustration and enhancing service consistency.
Key Results
EonPath’s Omnichannel CX Integration service enabled RetailConnect to deliver a more cohesive customer journey, resulting in significant improvements in engagement, satisfaction, and conversions.
20% Boost in Customer Satisfaction
Consistent product information, improved support, and flexible shopping options increased customer satisfaction across all channels.
15% Rise in Repeat Purchases
The seamless experience fostered customer loyalty, leading to more repeat purchases and stronger brand engagement.
40% Increase in Cross-Channel Engagement
Improved integration between digital and physical channels enabled customers to interact more fluidly, enhancing their overall experience.
Final Thoughts
By partnering with EonPath, RetailConnect achieved a fully integrated omnichannel experience that bridged online and in-store interactions. This strategic alignment not only improved customer satisfaction but also strengthened brand loyalty and drove repeat business in a competitive retail landscape.
* We take our clients' confidentiality seriously. While we've changed their names, the results are real.
