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Challenges
Low Foot Traffic but High Brand.com TrafficAttracting foot traffic has always been a challenge for luxury retailers like MaBelle. Following the Covid-19 impact on the way customers shop and the stiff competition between luxury retailers, it exacerbated the foot traffic issues faced by the company, greatly affecting the productivity of their sales associates.
However, on their brand website, over 1 Million annual traffic were generated, yet it was difficult for them to track visitors' conversion to physical store purchases. |
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Solution
MPower studied MaBelle's selling process and suggested to connect their online visitors who are hesitant when making an online purchase to their in-store associates.
Most companies would connect their customers to their online customer service via webchat. However, with MPower Chat App, in order for their online customers to receive expert advice, they are allocate to the physical store sales associates in real-time. As these customers are allocated on a first-come-first-serve basis, participating sales associates would compete for "tickets" from 8am to 1am 24/7. Not only did they help to provide a frictionless online shopping experience for customers, but it also drove more offline visits to their physical stores. Creating a unique shopping experience for customers and keeping the motivation level of sales associates high. |
Their Success
MaBelle leveraged the power of online, their brand website, and generated 2-way conversation that engaged their online customers and drove more traffic to their physical store sales associates. MaBelle has achieved the following results:
- 45% conversion rate of the pre-engaged traffic (40X improvement to online conversion rate)
- 5% increase in no. of transactions
- Average customer wait-time during ticket processing: 1 Minute
- 20x in Return on Investment (ROI)