Quiet sophistication. Understated luxury. Vince is a fashion retailer known for its premium quality and effortless style. The brand’s ecommerce site and its brick and mortar shops exude intentional, curated elegance. But Vince needed a way to bridge the two experiences with the same ease and sophistication. That’s why Vince implemented Shop the Store, a new feature from Agentforce Commerce that enables seamless transitions between online and offline shopping. Here’s how it works — and how it’s already improving Vince’s customer experience.
The goal: Improve omni-channel efficiency and customer satisfaction
When a customer shops online, there are certain elements that just can’t be replicated. Digital channels are crucial for any business, but in-store shopping is still the only way to touch and feel merchandise prior to purchasing. For brands like Vince that sell rich fabrics and quality materials (think: buttery leather and plush cashmere), customers often want more than product imagery to seal the deal. The good news? There are innovative ways to facilitate experiences that marry digital browsing with the benefits of in-store shopping. And that’s where Shop the Store comes in.
With this capability, shoppers can simply select their nearest store location and discover products available at that specific shop, or look up a product and refine their search by the closest store with available inventory. Ultimately, Shop the Store allows Vince to offer more convenience and new, high-converting ways to shop.
The experience: How Vince enhances UX with Shop the Store
Vince implemented Shop the Store on its product listing pages, within its other refinements and filters. Now, a shopper can search by product category (shirts, pants, jackets and outerwear), then apply an additional filter: store availability. A customer simply enters their zip code and chooses the nearest store location, and viola! they can immediately view store-level inventory.
While selecting a filter seems simple and takes mere seconds for a shopper to configure, the experience opens up many new possibilities to increase conversion and smooth the path to purchase. Consider all the scenarios when a customer might not have the luxury of waiting for shipping. Or shoppers who want to peruse a specific store’s selection before making the trip. Shop the Store can also make holiday shopping much more convenient. Instead of searching the racks for the right gift in a crowded shop, a gift giver can simply browse and reserve items online, then quickly make their way to the register to pick them up. With Vince’s new store availability filter, site visitors can shop holistically and avoid common bumps in the customer journey.
The results: Higher conversion and average order value
Vince reports that the conversion rate for shoppers who use Shop the Store and buy online, pick up in-store (BOPIS) filters are 3 to 4 times higher than the conversion rate for those who don’t. This is likely because the store availability filter is particularly useful when it comes to capturing high intent shoppers. For example, some shoppers might want to reserve a high price point product and try it on in-store before making a final purchase. Shop the Store makes it not only possible, but easy. Vince has also noticed a trend in purchases made with the store availability feature: higher average order value (AOV). The brand sees an average lift of $100-$150 in AOV for Shop the Store purchases.
And the new feature isn’t just a win for shoppers; the functionality is also a valuable tool for customer service teams. Shop the Store makes it easy for representatives to find and locate inventory on behalf of customers. Ultimately, Shop the Store makes it easier to capture high-intent shoppers and deliver a truly unified, omni-channel experience.
The process: A new way to shop, implemented in just one day
Typically, building a custom filter could take weeks for a retailer to implement, from initial discovery to configuring and development. But enabling Shop the Store in Agentforce Commerce with Business Manager kept the process simple — and fast. As a native Salesforce feature, Vince was able to move quickly and implement the new filter in a matter of hours, with only minor development work to customize the look and feel.
Shop the Store: New innovation to meet rising customer expectations
As technology advances, customers expect increasingly sophisticated experiences. They want the same level of convenience and care on every channel and smooth transitions between them all, whether digital or in-store. Shop the Store enables Vince and other retailers to stay ahead of the curve in an increasingly omni-channel world. Agentforce Commerce continually innovates to give retailers a competitive edge and enable you to provide convenient, unified shopping experiences for your customers.
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