Retail Marketing Group builds a digital customer service business in 10 weeks

Retail Marketing Group (RMG) is a brand experience agency, with a portfolio that includes LG, Epson, Facebook, and many other household names.

Behind this world-class support is a skilled team of brand ambassadors. They create personal and emotive in-store experiences to help RMG clients grow sales and nurture loyalty.

But for today’s consumer, compelling experiences are just as important online and in hybrid retail environments. 

When COVID-19 hit, stores closed, forcing many RMG clients to pivot to direct to consumer models (D2C). Many of these brand manufacturers were new to online retail and now owned their retail environments for the first time.

We helped RMG to design, develop, and test an MVP website application to support its goals.

The digital product needed to be live and ready to support RMG clients within 10 weeks. But with no previous experience in digital product development, RMG needed experienced strategists, designers, and software engineers to act as an extension of its team.

We kicked off with a thorough Discovery phase to interrogate RMG’s objectives. And ensure we were designing for the diverse needs of RMG, including its agents, clients, and customers.

The website application we designed and created enables brands to boost customer satisfaction and online conversion – through fast, personal, omnichannel engagement.

Agents benefit from features including:

• Full visibility of individual customer journeys for useful context.
• User data for returning users to better understand customers.
• Seamless handover from chatbot to live agent, and from agent to agent.
• Time-saving messaging flows that automate answers to FAQ.
• Video calls from any location for flexible working.
• One-to-one and group virtual product demos.
• Easy to manage notifications, chats, and status.
• Real-time reporting and surveys to measure performance.

Shoppers benefit from features including:

• Real-time responses to FAQ via the website live chat bot.
• Seamless handover when you want to speak with a person.
• Easy to launch a video call, or book for a better time.
• Easy to launch virtual demos to help you make an informed decision.
• Basket integration, so it’s easy to complete your purchase.

We helped RMG pivot to a digital product and services model in just 10 weeks.

The beta website application Storey helps brands to boost customer satisfaction and online conversion using a single solution for live chat, video, and virtual showrooms. 

The tool is easy to customise and implement, and allows brand agents to provide  personalised service in digital environments.

In this way, RMG can support the changing needs of its clients and maintain its greatest asset: its team of highly skilled agents.

Beta tests show that the application is driving conversion and customer satisfaction, with a quarter of virtual brand demos converting into a sale.  

RMG will continue to test, measure, and optimise the product. And explore how to support additional use cases where Storey can provide assistance for highly considered purchase decisions.