Boscov’s extends online greetings to returning customers

Dan Berthiaume
Senior Editor, Technology
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A family-owned department store retailer is improving online conversions with personalized engagement.

Boscov’s is leveraging the Moxie customer engagement platform to provide proactive automated guidance to returning online customers. The retailer is copying the model of a human greeter at a brick-and-mortar big-box store on its e-commerce site. 

Utilizing Moxie analytics, Boscov’s determines if a visitor to its e-commerce site has added an item to their cart on a previous visit but did not purchase. When the customer returns to the site, they are greeted with a conversational offer and a link to take them back to their cart to continue their journey.

In addition to improving and differentiating the experience for the customer, Boscov’s also reports that providing conversational offers to returning customers gives a big boost to its conversion rate. The retailer effectively acknowledges that a customer leaving an item in their cart may mean they want to think about the transaction more or comparison shop, as opposed to abandoning the purchase.

The capability to greet and provide custom offers to returning online customers also helps Boscov’s mitigate COVID-19 pandemic-related issues, such as variable product availability, site performance issues, and potential shortage of live customer service agents.
Boscov’s operates 48 department stores across seven states.