How SR Shopping Mall Delivers an Immersive, Customer-Centric Online Shopping Experience

SR Mall (SRSM) previously relied entirely on high sales footfall as it was one of the most popular shopping destinations in Visakhapatnam. Therefore, he never had to worry about selling online. But lockdown restrictions forced it to embrace online channels to revive its sales which had fallen to zero from hundreds of crore. Fear of infection and lockdown restrictions meant people were stuck at home and unable to visit its stores. It needed to allow people to virtually visit its stores and convert them into sales.

SRSM started in 1999 as a 1,000 square foot store in Visakhapatnam, Andhra Pradesh and now occupies over 90,000 square feet in nine stores spread across the northern coast of Andhra Pradesh. She sells clothes for women, men and children.

Reinventing the shopping experience

SRSM had to reinvent itself to maintain its sales and meet the needs of its customers. Therefore, SRSM has served its clients with private consultations from home and curated collections. He worked with ShopConnect to implement a one-click live video login widget that uses Intelligent Video Call Routing (IVCR). Using this widget, customers can start a live video call with available mall sales staff. They could then shop virtually at their favorite store, check out its designers and interact with sales staff who knew their size, likes and dislikes, and buy clothes they knew they would like.

SRSM used ShopConnect Boost to send curated collections as links to reach new and existing customers. These curated collection links had built-in virality as they could be easily shared on social media and via email. These collections have been enriched with 3D images and Augmented Reality for an experience close to real life. They were e-commerce friendly and led to a high number of conversions.

Customers could even connect with sales staff using IVCR-enabled live video to connect the widget and ask them questions about the collection. This avoided cart abandonment issues as the sales staff could help them complete the purchase of the products they were interested in.

Using technology to create a breakthrough customer experience

Even after the lockdowns were lifted, SRSM stepped up its online channels as people got used to the convenience and cost savings of shopping online. As more and more customers accessed their collections online, SRSM began to analyze data on customer shopping habits, cart abandonment, top selling products, ROI, and more. using ShopConnect Boost market intelligence tools. He would then use this information to refine his sales strategy and create catalogs and social media campaigns that are more likely to attract more customers and generate more conversions.

Since deploying the ShopConnect e-commerce platform, SRSM has achieved the following benefits:

20% conversion rate: Out of ten customers who opened the boost link, two customers bought a product.

More range – Over 85,000 impressions were recorded on their social media channels

20% more customization – One in five customers participate in video shopping for a personalized shopping experience. Additionally, the actionable insights from the dashboards enabled the seller to manage the collections and send them for better conversion.

Better engagement – Over 5% of engaged social media audience opened SRSM with intent to buy

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Peggy P. Gilmore