DMS SuiteMARKETING AUTOMATION

Retail Clienteling

Transform Retail Marketing To Create A Personalised In-Store Brand Experience
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Why Choose XGATE Retail Clienteling?

Retail clienteling has been widely adopted by luxury brands to create a more personalised shopping experience for customers. As companies seek to extend CRM & loyalty from marketing into sales operation, retail clienteling software becomes an essential solution in the digital transformation journey. This is achieved by empowering sales associates with real-time data of customer profile, loyalty data, purchase behaviour, historical transactions, opportunity management, tasks reminders, marketing automations and sales reporting dashboards.

The Evolution Of Retail

Innovation is driving an evolution in shopper behaviour and shopper expectations. This trend along with ecommerce put pressure on physical retailers to shift brick and mortar business online. But this do not have to be the case. Brands should combine the best features of digital platforms with the benefits of physical retail stores.

Today, many retail businesses are creating a new evolution where they bring together stores, staffs and digital technology (such as social media, clienteling, omnichannel retail etc.) to truly engage with the consumers in a way that will bring a more delightful customer experience.

Key Features of Clienteling

We designed our clienteling features with the focus to enhance sales effectiveness

Comprehensive customer profile & transaction history

1

Integrated with customer loyalty (tiers, points & rewards)

2

System generates automated tasks based on customer lifecycle

3

Set up personal reminders for tasks in clienteling calendars

4

Integrated communication channels (SMS, WhatsApp, WeChat & Call)

5

Sales KPI and performance dashboard

6

Retail Sales Can Provide Better Customer Engagement

  • Retail Clienteling Flow

    With customer profile, purchase records, CRM & loyalty integrated into clienteling solution, sales associates are well equipped to deliver better sales results. Not only can they gain insights using data to target customer for sales opportunities, but also create a highly personalised shopping experience through their engagement using different channels - SMS, WhatsApp, WeChat or phone call.

  • WeChat Clienteling Flow

    We design our WeChat clienteling solution by connecting three mini-programs - clienteling, ecommerce and member centre. This enrich the interactions between sales associates with customers and ensure ecommerce sales can also be attributed to the right sales person who initiated the transaction. More importantly, sales dashboards allow them to keep track of their sales performance and deliver better customer engagement.

Our client advisors’ lives are a lot easier and more effective. They are saving so much time connecting with leads and customers with XGATE clienteling; and closing more sales at higher engagement level.

Maggie Wong
CRM Manager - DOLCE&GABANNA (Shanghai)

Building The Right Clienteling Solution

Help sales associates deliver exceptional brand experience.

Generate Sales & Create a Personalised In-store Experience

Manage Sales Opportunities

Utilise the customer profile, loyalty & purchase data to identify target customer for sales opportunity. Use clienteling to record opportunity at different stages of sales cycle. Create activity workflows, tasks, template messages and product recommendations to manage opportunities into sales. Ultimately, you can streamline sales funnel and track opportunity conversions to grow business effectively.

Provide Personalised Customer Service

Clienteling allows sales to deliver an omnichannel experience that puts customer experience and convenience first. Sales associates can record a customer’s favourite products or collections, set reminder tasks when stocks arrive. Use customer information (eg. CRM profile, purchase and loyalty data) consolidated from different touchpoints to initiate conversations.

Build Better Customer Relationship and Loyalty

Clienteling calendar feature allows sales associates to set up to-do list and follow up reminders for tasks such as customer appointments, service reminders, in-store pick up arrangements etc. What’s more, XGATE clienteling has built-in automation engine to generate tasks based on rules, events and time. This provides timely reminders for sales associates to send out welcome messages, greet customers on festive holidays & birthdays, offer rewards based on purchase, recommend products tailored to purchase history and more to keep customer happy; and build better relationship.

Manage Communications With Customers

Our clienteling messaging is an integrated communication channels comprising SMS, WhatsApp, WeChat and voice call. Sales associates can send messages using pre-approved template messages or record call outcome within the clienteling software. This allows sales associates to maintain communication history with conversation logs. Hence, sales can simply review what was previously discussed in chat history and continue the customer conversation with ease.

Clienteling: Redefining the future of the in-store customer brand experience

The customer journey is often looked at in rather stiff terms, as a chart moving from point to point in a sterile manner. But in reality, each individual customer journey...

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