Streamlining Operations and Enhancing Customer Experience for a Cosmetic Store in Romania

Client Organization

Client is a leading cosmetics brand based in Romania, specializing in a wide range of skincare, beauty, and wellness products. Focusing on high-quality ingredients and a commitment to customer satisfaction, the client is one of the most trusted names in the Romanian beauty industry. Known for its innovative approach and dedication to enhancing beauty routines, this Romanian cosmetic company offers a curated selection of products that cater to everyday skincare needs and premium beauty experiences.

Objective

The aim was to enhance their online presence and streamline operations by scaling up the client’s store features. The key objectives were to improve content management, optimize inventory management, enable in-store sales integration, collect customer reviews, enhance search functionality, and offer Click & Collect service.

Business Needs And Challenges

Email Marketing: A personalized email strategy is essential to enhance engagement and build customer loyalty, ensuring relevant content is delivered based on customer behavior and preferences.
Inventory Management: An efficient inventory management system is required that syncs real-time stock availability between their online and offline channels.
Loyalty program: A well-designed loyalty program is essential for increasing customer retention, as it encourages repeat purchases by rewarding customers for their ongoing engagement and spending.
Customer Reviews: Collect and display customer reviews to build trust and influence purchasing decisions.

Enhanced Search Functionality: Improving product discoverability and enhancing the search experience for their customers.
AI Chat for customer support: Implementing an AI-powered chat system to provide immediate responses to customer inquiries, ensuring 24/7 support and reducing wait times.
Store Locator: Ensuring that the store locator provides essential details such as store hours, contact information, directions, and special services (e.g., Click & Collect), to help customers plan their visit.
Automations: Using Shopify Plus automations to trigger personalized email campaigns based on customer behavior, such as abandoned cart reminders, post-purchase follow-ups, and re-engagement emails.

Solutions

Sigma identified and implemented the following solutions to elevate customer engagement, streamline operations, and enhance the overall user experience for the platform, addressing needs in email marketing, inventory management, loyalty programs, search functionality, AI support, store locator, and automation.

Email Marketing Strategy: Sigma utilized Shopify’s default email app for implementing a personalized email marketing strategy, leveraging customer behavior data to send targeted and relevant content. This approach includes automated features such as abandoned cart reminders, product recommendations, and loyalty rewards, all aimed at enhancing customer engagement and retention.
Real-time Inventory Management: The CIN7 ERP system optimizes stock levels across online and offline channels. It ensures real-time inventory synchronization, providing accurate stock visibility, preventing overselling, and enhancing order fulfilment by synchronizing product availability across multiple platforms.
Loyalty Program Integration: A customized loyalty program was implemented, offering customers incentives such as points or discounts based on their purchasing history and engagement. This encourages repeat purchases and strengthens customer retention by rewarding ongoing loyalty.
Customer Reviews Integration: A customer review system was in place, displaying product feedback directly on the Product Detail Page (PDP). This helps build trust with potential buyers and positively influences their purchasing decisions by providing social proof and transparency.

Enhanced Search Functionality: Advanced search capabilities, including auto-suggestions, filters, and synonym handling, were implemented to improve product discoverability. These features help customers quickly find the products they are looking for, enhancing the search experience and reducing time spent on the website.
AI Chat for Customer Support: An AI-powered chatbot was integrated to provide 24/7 support, handling common customer queries and providing immediate responses. The chatbot is capable of managing FAQs, tracking orders, and assisting with product information, reducing customer wait times and improving service efficiency.
Store Locator Integration: An enhanced store locator feature was implemented, providing customers with essential details such as store hours, location maps, contact information, and special services like Click & Collect. This makes it easier for customers to plan their visits and find stores offering specific services.
Shopify Plus Automations: Leveraging Shopify Plus’s automation capabilities, Sigma set up workflows to trigger personalized emails based on customer actions. These include automated abandoned cart reminders, post-purchase follow-ups, and re-engagement campaigns designed to increase conversions and customer loyalty.

Benefits

Real-time Inventory Synchronization: Minimizes stock discrepancies, enhances customer satisfaction, and prevents overselling by ensuring accurate product availability across both online and offline channels.
Seamless Omnichannel Experience: Ensures consistent pricing, promotions, and loyalty rewards across all platforms, providing customers with a unified shopping experience whether online or offline.
Increased Customer Retention: The loyalty program encourages repeat purchases by rewarding customers based on purchasing behavior and engagement, strengthening long-term customer relationships.
Growth in Conversions and Product Inquiries: The customer review system builds trust and provides social proof, influencing purchasing decisions and contributing to an increase in product inquiries and conversions.

Improved Search and Product Discoverability: Enhanced search functionality helps customers to find products quickly, reducing frustration and boosting engagement by offering relevant results and suggestions.
Timely Customer Communication: The AI chatbot ensures 24/7 support, offering immediate responses to common queries, tracking orders, and assisting with product information, which reduces wait times and improves customer service efficiency.
Enhanced Store Planning: The store locator feature provides essential details like store hours, contact information, and special services such as Click & Collect, helping customers plan their visits more efficiently.
Automated Customer Engagement: Shopify Plus automations trigger personalized email campaigns based on customer behavior, such as abandoned cart reminders, post-purchase follow-ups, and re-engagement emails, boosting conversions and fostering customer loyalty.
- 20% Increase in conversion rate
- 40% Reduction in manual process
- 10% increase in product recommendations conversion

Tools Used

Shopify Plus 2.0	Be Yours Shopify Theme
ClickUp	Slack

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Streamlining Operations and Enhancing Customer Experience for a Cosmetic Store in Romania

Client Organization

Objective

Business Needs And Challenges

Solutions

Benefits

Tools Used

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