Omni-Channel Customer Engagement Article

This holiday shopping season serves as a shining example of the need for firms to have omni-channel customer engagement solutions in place. Whether it’s chat, a social media presence, Web presence or the telephone it is integral to be ready to respond on the customer channel of choice. With little time to waste before Christmas rolls around Gurwitch Products approached PFSweb, Inc to implement omni-channel operations for Laura Mercier and ReVive Skincare.

The deployment took place at the end of November, and provides fraud management, order management, payment processing, product content management, customer care, reverse logistics and fulfillment for Laura Mercier and ReVive.

"Laura Mercier and ReVive have become two of the most highly-regarded luxury beauty brands in the market today," said Mike Willoughby, CEO of PFSweb. "Their premium position and expanding presence in the beauty industry makes them ideally positioned to benefit from our scalable omni-channel solutions.”

Previous to this most recent announcement, PFSweb’s subsidiary, REV solutions, developed consumer websites for Laura Mercier and ReVive in 2014. The most recent implementation will ensure a seamless and contextual experience for those shopping for either brand.

Gurwitch Products is a luxury cosmetics manufacturer with presence in nearly 30 countries, and its products are sold online and via retail partners that include Selfridge’s, Space NK, Sephora, Saks Fifth Avenue, Bloomingdale’s and Neiman Marcus.

"As demand for our products grows and consumers increasingly turn to shopping online, PFSweb has provided a solution that integrates with our current websites while ensuring a seamless shopping experience for our customers," said Nancy Bernardini, General Manager. "PFSweb's scale and strong distribution platform also allows us to reach our customers more efficiently and cost-effectively."

With a recognized leader in the luxury beauty market taking the omni-channel leap, it is one of many firms displaying a need for this type of customer support.