Untuckit unifies omnichannel customer service

Untuckit unifies omnichannel commerce.

Untuckit relies on the implementation of customer service to provide its customers with a hassle-free shopping experience.

The direct retailer that specializes in men’s shirts designed to be worn unbuttoned is: expanding the use of the unified NewStore trading platform.

Since implementing NewStore in 2018, the former online-only retailer has expanded its footprint from 25 to over 80 locations in the US, Canada and the UK

During that time, the company has seen a 40x return on its initial investment thanks to growing revenues driven by the platform’s omnichannel features, with profits growing 19% last year.

Untuckit was the first customer to pilot the NewStore customer experience solution, and customer service transactions accounted for 11% of all store sales over the last four quarters. Additionally, Untuckit found that customers who use customer service tend to be the most engaged customers, leading to a 14.5% higher average order value (AOV) compared to standard in-store transactions.

While the platform is an end-to-end enterprise solution, it features an API-driven architecture and integration capabilities that enable Untuckit to seamlessly integrate the solution with other components of its technology stack, such as Oracle NetSuite ERP platform used to manage finances, inventory, orders and goods.

The retailer expands its unified commerce implementation as its 2024 growth plans include opening: a total of 14 stores in the USA, Canada and Great Britain. The expansion will increase Untuckit’s brick-and-mortar footprint to a total of 84 locations, an 8.6% increase by summer 2024, with a target of 17% growth by the end of the year.