QE Home Sleeps Soundly After Migrating to BigCommerce

SOLUTION

Enhancing the customer experience with Buy Online, Pick Up in Store.

As an omnichannel retailer, QE Home has taken advantage of BigCommerce features that allow them to enhance the shopping experience for their customers.

Through the platform’s multi-location integration, the company has implemented a “My Preferred Store” feature. This enables shoppers to search through QE Home’s in-store or online inventory — allowing them to Buy Online, Pick Up in Store (BOPIS).

“We already launched the ability to do a more simplified version of BOPIS, but we really wanted to make a more robust version where customers can shop the store inventory as well as our website inventory. This would allow them to either have items shipped to a store for pick up, or they could pick it up within a certain number of hours or days after placing their order,” explained Dinah Quan, Senior Graphic Designer at QE Home.

Since implementing the “My Prefered Store” feature, customers can see an accurate representation of what’s available throughout QE Home’s different store locations and online inventory. Even if a product is sold out online, shoppers can see if it’s available in another location nearby and pick up the product within the same day. 

“The ease at which we're able to manage the multi-location inventory within the BigCommerce dashboard is incredible. I know that our stores love the program and the fact that their customers are now getting access to their actual inventory. Our stores feel they're really a part of the whole ecommerce initiative because it extends down to them. They feel that they can serve their customers a lot more efficiently,” said Ryan MacLeod, Ecommerce Project Manager at QE Home.

Incorporating this feature has also allowed the company to further showcase the care and commitment they have toward their customers by offering them a user-friendly BOPIS experience.

“We really wanted to ensure this functionality was built in as a seamless component of the online customer journey. Our goal is to remove as much friction from their experience as possible,” explained Quan.

Taking advantage of apps and integrations.

A key component of QE Home’s decision to migrate to BigCommerce was due to the number of apps and integrations available on the platform. Incorporating these features helps the company generate additional revenue as well as build brand loyalty among its customers.

QE Home implements Klaviyo, which allows them to connect with shoppers by sending automated communications to past customers. 

As a customer-focused company, the business leverages Gorgias to provide top-tier service to its shoppers. “We were able to integrate Gorgias really easily. Our Customer Care Team uses it. They're able to toggle between Gorgias and the BigCommerce back-end to support their ability to provide good customer care,” said MacLeod.

In addition, QE Home uses Stamped, which incorporates product reviews on their website, allowing them to build trust with their customers. Currently, the team is looking into launching a loyalty program through Stamped to further showcase their value for customers.

“What's great about the combination of these three apps is not only do they all integrate with BigCommerce, but they take BigCommerce data and talk to each other,” explained MacLeod. “Using that transactional and browsing information has been something that we've wanted to do for a really long time, so being able to start playing around with that is really exciting for us.”