# Retail Use Case

An Example of What's Possible with Intempt Platform

# Acquisition & Conversion Workflow

# Step 1: Personalized Web Experience

User: Customer Vanessa is preparing for her 10th wedding anniversary. Her task is to find a new dress and a nice pair of shoes.

Vanessa visits Intempt Demo Store. She browses several dresses, views different accessories, registers, but disappointed with the selection, exits the website.

After a few hours, Vanessa decides to give it another shot. She downloads the Intempt Demo Store app. She opens the app, logs in and notices the new banners as well as a wide range of dress collections. Vanessa researches and spends some time thinking.

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Intempt Platform: After viewing the Dress collection category and accessing several other dress items, Vanessa is assigned to the "Category affinity: Dresses" segment. Once Vanessa re-opens the home page, the content changes to show personalized information for dress items. The same happens once Vanessa opens the app. During login, she enters her email and is identified as the same customer that has be been browsing in the web. The content changes both in the app and web site of Intempt Demo Store.

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# Step 2: Webroomer

User: Vanessa is still not sure about the dress size, so she decides to drive to the offline store.

Vanessa arrives at the store, tries on the dress. It fits her nice, but she was still hesitant. At that moment, Vanessa receives a push notification to her phone to try a necklace, which would complete her look.

She tries it on, and is amazed how great it looks on her. Instead of buying one item, Vanessa decides to purchase two things – a dress and a necklace.

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Intempt Platform: Vanessa browsed the online store and clicked on the "Dresses" category. By doing that, she was automatically assigned to the "Browsed "Dress" items" event. She also clicked the "Add to cart" button - this was another event in the segment. What is more, Vanessa did not make any purchase, both offline and online – two more events. The last part of the segment is "Entry to Store." After Vanessa entered the store, she triggered a beacon, and her entry data was sent to the server. The whole segment got activated. There was a mapped campaign to the segment – push notification to recommend a "necklace" item. This is how Vanessa received a recommendation to try on the necklace that eventually led to an upsell.

# Step 3: Cart Abandoner

User: Three days after Vanessa’s last purchase, she receives a reminder to purchase Camoscio shoes, which she added to her cart during the first session. However, back then, Vanessa also had a dress in her cart. Now she only received a reminder for the item she did not buy. After some research, Vanessa decides to purchase the Camoscio shoes.

Intempt Platform: Vanessa received personalized reminder after three specified events were activated. The first event - Vanessa added an item to her cart. Second and third - she did not purchase shoes both from online and offline stores. After three days, the segment was triggered, and Vanessa received a reminder only for shoes and the dress was ignored.

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# Re-Engagement & Conversion Workflow

# Step 4: Inactive Return Shopper

User: After opening the box, Vanessa notices that the inner lining of the shoes is damaged. Vanessa decides to return the Camoscio shoes and after an unpleasant experience, is hesitant to order again from the Intempt Demo Store. After two months, she receives an SMS message asking for feedback on her last experience. The message also has a link to check out the new Manuela Arcari collection. Vanessa uses the link and decides to purchase another Manuela Arcari dress.

Intempt Platform: Vanessa was re-engaged after the “Inactive return shopper” was activated. First of all, Vanessa made a return. This action was recorded in the store's CRM, and it had an associated event with “Returned Item" custom collection. "Also, during the last two months, Vanessa has not made any purchase. After the period ended, the segment was activated, and Vanessa received a win-back SMS message.

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# Step 5: Brand Lover

User: Vanessa decides to collect the order at the offline Intempt Demo Store. She arrives at the store, and the sales assistant presents her a Manuela Arcari catalog and offers a special invitation code for the new Manuela Arcari collection pre-order. Vanessa decides to pre-order another Manuela Arcari dress.

Intempt Platform: This situation appeared because Vanessa's actions activated the Brand Lover segment. First, Vanessa purchased Manuela Arcari items for $400, including online and offline transactions. Secondly, after she entered the store, Vanessa activated a beacon. Information was sent to the server, and the segment was activated. The sales assistant received a CRM message to present Vanessa, a catalog, and a special invitation code for the associated brand.

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# Retention Workflow

# Step 6: VIP

User: After Vanessa preorders the dress, she receives an email invitation to join the exclusive Intempt Demo Store VIP club. For every purchase, Vanessa would get an additional 2% discount, and with every three purchases, she would be qualified to select a special gift accessory from the Intempt Demo Store.

Intempt Platform: Vanessa's last purchase was the trigger that activated the message. At that moment, her Lifetime Value across online and offline channels reached $1000. This was when the segment was activated, and Vanessa received a timely invitation to become the store's VIP.

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# Use Case Explained

The whole use case is an example of how retail businesses can retain their customers. Vanessa was a typical customer that was mainly interested in price and product selection. However, with timely offers and targeted messages, Intempt Demo Store re-engaged Vanessa. From a passive value shopper, she eventually became a VIP. This was done by connecting different channels and integrating marketing, sales, and service processes with advanced data and segmentation - this powered a relevant customer experience solution. Intempt Demo Store delivered relevant customer experience at the right place (online vs store) and the right moment (pre/post purchase).