Transforming challenges into opportunities by empowering their staff with MPower |
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Challenges
Low Foot Traffic
Due to the impact of the 2019 social unrest and the Covid-19 Pandemic, luxury brands like S.T. Dupont have suffered from a drastic drop in discretionary consumer spending.
Another crucial factor contributing to sales challenges is the lost in one of the major sources of traffic, mainland tourists.
Leveraging their customer contacts on hand, S.T. Dupont worked with MPower to create an end-to-end conversational solution, reaching and engaging customers through the channel most convenient for them – their mobile phones.
Another crucial factor contributing to sales challenges is the lost in one of the major sources of traffic, mainland tourists.
Leveraging their customer contacts on hand, S.T. Dupont worked with MPower to create an end-to-end conversational solution, reaching and engaging customers through the channel most convenient for them – their mobile phones.
Solution
To address the challenges brought on by these external events, S.T. Dupont introduced to their sales associates the MPower Engagement Platform that acts like a personal POS. With their personal POS and the customer information stored in their company's tablet, it became easy for them to re-engage their customers both in Hong Kong and in mainland China.
When receiving phone-in enquiries, they would share their personalized POS as a pre-engagement. They would have one-on-one conversation with their customers via WeChat, sharing their latest collections.
The solution offers customers the flexibility of paying directly in China via the seamless payment and checkout process, as well as the option to schedule a visit to their physical stores to view the products in person before making a purchase.
When receiving phone-in enquiries, they would share their personalized POS as a pre-engagement. They would have one-on-one conversation with their customers via WeChat, sharing their latest collections.
The solution offers customers the flexibility of paying directly in China via the seamless payment and checkout process, as well as the option to schedule a visit to their physical stores to view the products in person before making a purchase.
Their Success
S.T. Dupont generated quality engagement with their customers in Hong Kong and also in mainland China. By pre-engaging their customers, they have successfully attracted more traffic to their stores. S.T. Dupont achieved the following results:
- 25% increases in foot traffic
- 10% increase in no. of transactions (including leads to offline stores)
- Doubled the show up rate after phone-in enquiry
- +700% Return on Investment