In Summer 2020, gorjana approached Endear with a clear goal: to empower their retail teams with SMS to increase traffic at their brick-and-mortar locations. They identified two key benefits of customer communication via text message:

1. In-store teams can seamlessly interact with their local audience.
2. Customers can conveniently stay updated on brand news and products.

They needed the right tech solution to achieve this. Enter Endear.

Using Endear, gorjana tested their SMS strategy. They utilized Endear’s SMS templating capabilities to exceed in-store sales goals. The templates allowed gorjana’s retail teams to:

• Engage with any responding customers.
• Maintain consistent promotional messaging across store locations.
  
  

To drive store traffic, gorjana personalized their templates with key elements:

• Human Touch: Messages are short, sweet, and sound genuinely human.
• Personalization: Templates address customers by name and include a sign-off from the Gorjana associate.
• Incentives: Texts offer in-store-only promotions and exclusive event invitations to entice visits.

Endear’s omnichannel attribution system enabled gorjana to measure their SMS strategy’s effectiveness. The results speak volumes:

• gorjana’s SMS messages have an average 8.4% conversion rate.
• Most customers convert within 7 days of contact.
• 65% of SMS-driven sales occur at brick-and-mortar locations.
• Direct replies to customers (as opposed to bulk outreach) yield a 20% conversion rate.

Impressed by the results with Endear, gorjana continues to leverage the power of 1:1 conversations both in and outside of their stores. By enabling retail teams to support shoppers throughout their journey, gorjana anticipates continued growth and even better results.