Retailers are extending their reach beyond the physical store, keeping customers engaged via apps, chatbots and personalized concierge service

Retailers and brands are extending the shopping experience beyond the reach of store to the home and on-the-go, by tracking customer’s style and preferences to recommend a curated selection of offerings, or providing customers with access to directly connect with in-store associates to assist them them with their decision-making process.

In an era where value-added services, content and ecosystems differentiate leading brands from the mediocre, here's how top retailers are driving engagement by extending their presence past the point of sale:

Moda Polso
Shanghai-based apparel retail company Pulsion uses its Pulsion's system to keep in touch with customers after they’ve left the store to recommend new arrivals. Once consumers create a profile linked to their cell phone number or WeChat account, Pulsion will send them product recommendations. Additionally, when they revisit the store and log into one of the devices with an existing account, they'll see customized product displays based on their behavioral data.

Eloquii
Plus-size apparel retailer Eloquii’s Curated Campaigns product gives sales associates the ability to visually curate product selections and send personalized recommendations to shoppers, who can then respond directly to the email, click a link to purchase the product online or visit their local store to finish the purchase.

HERO
HERO is providing retailers with the tools to bridge the gap between the online and brick-and-mortar shopping experiences, enabling consumers to have the best of both worlds. The technology company helps retailers harness the expertise of their in-store associates, allowing them to connect with customers shopping virtually, offering real-time, on-demand customer assistance.

Harvey Nichols AskHN
U.K. luxury department store Harvey Nichols has unveiled a new platform called AskHN that lets online shoppers connect directly with in-store associates when they need guidance. Shoppers can tap the “Hero” button on the retailer’s website to initiate a chat, which will automatically connect them to the best available associate for assistance, usually in the nearest store. Shoppers can get styling advice, such as how to get the most out of their favorite pieces or what to wear for a job interview, as well as beauty and food advice. The in-store team send pictures, live stream from the shop floor and send product recommendations.

These four retailers are just a few examples of those going above and beyond to keep in touch with their customers. For more inspiration and examples of innovative brand engagement, download PSFK's report, Engaging Shoppers In Physical Stores.

Retailers and brands are extending the shopping experience beyond the reach of store to the home and on-the-go, by tracking customer’s style and preferences to recommend a curated selection of offerings, or providing customers with access to directly connect with in-store associates to assist them them with their decision-making process.

In an era where value-added services, content and ecosystems differentiate leading brands from the mediocre, here's how top retailers are driving engagement by extending their presence past the point of sale: