Puma India bounds on Salesfloor to raise bespoke CX

Puma India has partnered with Salesfloor to bolster the sports brand’s customer relations by integrating and elevating its online and in-store experience with a personalised shopping service.

Salesfloor and Puma have enabled users on its native digital platform Puma.com with a special widget that connects them to store associates or style consultants for instant shopping guidance. 

Customers shopping online for Puma products receive personalised consultancy on sizing, styling and product recommendations via seamless online chats, video interactions and one-to-one personalised outreach. India is the first market for the sports brand to implement this solution.

“As a brand, we believe in consistently connecting customers with Puma’s products in an experiential manner and this strategic partnership with Salesfloor will be instrumental in our growth agenda for the India market,” said Vishal Gupta, executive director of Retail at Puma India.

Currently, the Salesfloor solution has been launched in 80 Puma stores in India, following the pilot in the year 2022.

“We noted a positive response and an increase in customer adoption to the personalized shopping feature when we first conducted the Salesfloor pilot at our stores in 2022,” said Gupta. “We will expand the rollout to more stores in 2023.”

Puma has 480 stores, native digital shopping platforms Puma.com and Puma shopping app in India, catering to the fitness and sporting needs of men, women and children with elevated product offerings. 

The market is also home to several experiential stores that are immersive brand spaces where shoppers can personalise their Puma sneakers, athleisure and accessories with customisation machines, besides being privy to global collaborations with select designers and streetwear labels.