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Urban Outfitters boosts engagement, sales with digital appointments

A fashion and accessories retailer is maintaining customer relationships during COVID-19 via in-store and virtual appointments and email consultations.

Urban Outfitters has been leveraging the JRNI Appointments solution to deliver personalized customer experiences throughout the pandemic at its Anthropologie and BHLDN brands. Anthropologie and BHLDN have both leveraged the application to support in-store appointments, virtual appointments and email consultations while complying with social distancing requirements. As a result, the brands can provide seamless, personalized experiences to each shopper.

Anthropologie and BHLDN have engaged with 25,000 customers since April 2020, with overall transaction volume rising 25%. Customers who booked appointments via the JRNI solution purchased 40% of the time in stores and 65% of the time virtually, delivering higher results than any other channel. 

For customers, the experience has been seamless. The brands have been able to experiment within the platform with different types of triggers and communications to enhance the customer experience.

“As the business owner of our styling programs, it has been incredibly helpful to have the flexibility within the JRNI platform to make adjustments to the appointments and services we offer — to be able to go in and change booking questions, add new services, customize triggered emails, etc. — those types of features and functionality are so easy that we no longer have to involve our technology or web development partners to get them implemented,” said Maddie Bender, brand styling manager for Anthropologie and BHLDN. “I can literally go in there and change them based on the needs of our business with little to no down time, which has been instrumental, especially during COVID-19.”

“We are so excited about how JRNI has been able to help Urban Outfitters’ brands continue to provide the top-notch customer service and support they are known for, even throughout the coronavirus pandemic when so many businesses had to close,” said John Federman, CEO of JRNI. “We look forward to continuing to help Anthropologie and BHLDN meet – and exceed – their customers’ expectations through the use of remote and in-store appointments.”

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