Traditional brick-and-mortar retailers are finding it increasingly more difficult to retain solid grounding in today’s pervasive mobile landscape. Consumer practices such as showrooming – visiting a store in person to review a product, only to purchase it at a lower price online at home – threaten to undermine physical retail establishments.
Data from a recent SeeWhy study says 21.6% of shoppers using phones in-store will buy from a competitor, and 19% are not likely to buy at all. Consumers are using mobile to inform their shopping decisions more than ever before.
Rather than fight trends such as these, companies can embrace the challenge of mobile integration. TouchCommerce, an innovative leader in online engagement solutions, has recently announced its newest offering TouchStore, a service that allows companies and retailers the chance to augment the in-store experience by infusing a personalized omni-channel platform on mobile devices.
To activate the TouchStore solution while shopping, consumers simply scan a QR code or text message a number on in-store signage, directing them to the TouchCommerce online engagement platform. From here, a shopper can be routed to a chat agent for real-time personalized customer interaction. Furthermore, the agent can provide supplementary content such as videos, coupons, guides, and surveys.
For TouchCommerce, the key to following through in a customer purchase is bridging the gap between the physical and digital world. By giving customers the comfort of both through a personalized digital self-service, TouchStore lends new grounding to retailers and better engagement to shoppers.