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Retail Marketing Group builds a digital customer service business in 10 weeks
The Challenge
The Challenge
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.
In this disrupted retail environment, RMG urgently needed to:
Address changes in consumer buying behaviour.
Swiftly adapt its offering for online retail environments.
Provide clients with a suite of omnichannel customer engagement solutions.
RMG saw a clear opportunity to bring the emotive, personal experience of in-store shopping to online retail. And to combine best-in-breed customer engagement technology with video retail and ecommerce services.
To achieve this, the business needed to pivot from a services model to a digital product and services model that helps clients to:
Enhance the online shopping journey with fast, frictionless, personal consultations.
Provide this support across shoppers' preferred formats and channels.
Provide superior support using agents working in virtual branded environments.
Deliver this through a single, easy to deploy website application.
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.
In this disrupted retail environment, RMG urgently needed to:
Address changes in consumer buying behaviour.
Swiftly adapt its offering for online retail environments.
Provide clients with a suite of omnichannel customer engagement solutions.
RMG saw a clear opportunity to bring the emotive, personal experience of in-store shopping to online retail. And to combine best-in-breed customer engagement technology with video retail and ecommerce services.
To achieve this, the business needed to pivot from a services model to a digital product and services model that helps clients to:
Enhance the online shopping journey with fast, frictionless, personal consultations.
Provide this support across shoppers' preferred formats and channels.
Provide superior support using agents working in virtual branded environments.
Deliver this through a single, easy to deploy website application.
WHAT WE DELIVERED
Composable Strategy & Architecture
Best Practice & Governance
Digital Strategy Consulting
Digital Roadmap Development
Experience Optimisation
What we did
What we did
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.
Highlights of our collaboration included:
User research with agents, shoppers, and brands to clarify needs and replace assumptions with evidence.
UI & UX digital product design.
Translation of the product vision into a prioritised product backlog.
Requirements clarification and acceptance criteria definition.
Evaluation and analysis of third-party tools for live chat, chatbot automation, live video, and more.
Integration and customisation of third-party solutions.
Backend development, including appointment booking and enhanced product information.
Built-in customisation to allow RMG clients to adapt the tool in line with their branding.
DevOps and QA support.
User training and ongoing technical support.
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 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.
Highlights of our collaboration included:
User research with agents, shoppers, and brands to clarify needs and replace assumptions with evidence.
UI & UX digital product design.
Translation of the product vision into a prioritised product backlog.
Requirements clarification and acceptance criteria definition.
Evaluation and analysis of third-party tools for live chat, chatbot automation, live video, and more.
Integration and customisation of third-party solutions.
Backend development, including appointment booking and enhanced product information.
Built-in customisation to allow RMG clients to adapt the tool in line with their branding.
DevOps and QA support.
User training and ongoing technical support.
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.
The Results
The Results
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.
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.
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
The Inviqa team are gifted, laser-focused, and good-humoured. Their expertise and confidence brought hearts and minds together quickly. Together we built a digital business from the ground up - and we're hugely proud of what we've created.
Jason Mather, product owner, RMG
