OTO Maximises its Stores' Potential with MPower Conversational Ecommerce"There are several difficulties we are facing when running traditional offline business," says Charlie Yip, Managing Director of OTO Bodycare (H.K.) Ltd. "The high operating cost, the decrease in mall traffic, consumer behaviour is changing."
"Having been in traditional business for more than 43 years, we noticed that the consumer purchasing behaviour is changing. In order to sustain our business, we need to explore more new channels." |
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Challenges
Long Shopping Journey & Lapsed Visitors
Regardless of how satisfying the in-store experience is, OTO's customers tend not to make their purchase decisions right away. In fact, most of them would prefer discussing with family or friends before making a decision.
OTO realized that once these customers leave the stores, there is no way their sales associates could re-engage and stay connected with them.
OTO thus decided to empower its in-store staff with MPower Engagement Platform (a personalized POS) and MPower Chat. These solutions allowed their staff to re-engage and follow-up with the customers even after they have left the stores.
OTO realized that once these customers leave the stores, there is no way their sales associates could re-engage and stay connected with them.
OTO thus decided to empower its in-store staff with MPower Engagement Platform (a personalized POS) and MPower Chat. These solutions allowed their staff to re-engage and follow-up with the customers even after they have left the stores.
Solution
With MPower's digital solution, OTO was able to upgrade their selling process by allowing their sales associates to send trackable e-coupons and e-catalogs through their personalized POS to their customers.
This encouraged their customers to share their contact numbers with the sales associates and made it easier for the sales associates to re-engage with their customers even though they have left after trying the products in person.
To help shorten the customers’ decision making process, OTO's sales associates would provide expert advice and send out on-demand trackable coupons that helped close offline and online deals, creating a unique, convenient and interactive shopping experience for their customers.
This encouraged their customers to share their contact numbers with the sales associates and made it easier for the sales associates to re-engage with their customers even though they have left after trying the products in person.
To help shorten the customers’ decision making process, OTO's sales associates would provide expert advice and send out on-demand trackable coupons that helped close offline and online deals, creating a unique, convenient and interactive shopping experience for their customers.
Their Success
OTO has created conversational shopping experience for their customers through continuous engagement with their staff. OTO achieved the following results:
- 50% of the lapsed visitors can be re-engaged
- 15% increase in no. of transactions (including leads to offline stores)
- Shopping journey shortened by 40%
- Younger audience reached (12 years younger than previous average: 52 -> 40)
- +600% Return on Investment