Shoppers Stop To Advance Its Digital Commerce Transformation

The program aims to enhance customer experience and profitability, as well as support Shoppers Stop’s goal of being the go-to digital destination for customers through constant innovation.

Since the second half of 2020, Shoppers Stop has embarked on a transformation of its omnichannel growth strategy. With Accenture’s help, the company is strengthening its digital platform, powered by real-time data and analytics across the value chain – from customer experience and supply chain operations through to sales and last-mile delivery. Providing a single view of customer and market insights for faster and informed decision-making, the platform optimises customer targeting and contextual marketing with the goal of improving customer satisfaction and revenue. Further, the advanced user interface and user experience are enabling Shoppers Stop customers with a seamless experience across the “browse, search, order, and return” stages of the shopping lifecycle, helping bridge the gap between physical and digital touchpoints.

Customers can shop safely and at their convenience through WhatsApp, its website, and application. During the first phase of the lockdown, Shoppers Stop unveiled the White Glove Service for remote assistance and sales. With this service and Endless Aisle, customers can shop easily from home. The brand has invested in meticulously training its personal shoppers and beauty advisors to ensure an engaging customer relationship over WhatsApp.