Enrich your customers’ sales journey with personal attention and make them customers for life
3xOnline order value increase after interacting with experts
15%Average conversion post-video demo
45%Avg. conversion rate
Our post-purchase onboarding classes serve as the ideal entry point for new customers to learn about their product from a highly trained and personable product expert.
Big ticket, luxury purchases require some aftercare, and instead of directing customers to pre-made videos, customers can enjoy a more personal experience with a real human being who can answer questions in real time.
Our masterclasses are run by handpicked, trained experts who are comfortable delivering masterclass sessions 1-to-1 or in a group. We can also conduct sessions in branded stores, third-party retailers or from your own dedicated studio or virtual space. They can show off different features of the product and help customers get the most of their new purchases.
A brand’s work isn’t done once the sale is made – customers need attention after the purchase. Especially after making big-ticket purchases, customers want some attention. The onboarding process helps to educate customers on how to properly use and maximise their new purchase. It also makes it easier to introduce the concept of masterclasses later down the line.
Masterclasses work similarly, and rely on customers wanting to do more with their purchase. Showing customers different ways to use their purchase gives them more utility out of your product, and can foster a sense of loyalty and drive repeat business.
Whether you want to deliver sessions online or in-store, we have the people, knowledge and experience to set it up and staff it with the well-trained and experienced retail professionals. We constantly monitor a variety of metrics and are always optimising the sessions in real-time.
Sage had been successfully selling products online, but there was a demand from customers to know how their machines worked and what they could do with it.
To that end, we designed, delivered and staffed the Sage Studios within six months. From this beautifully-designed space, Sage product experts delivered countless onboarding sessions and masterclasses to both individuals and groups, in multiple languages.
“The reality is that we just don’t know where, when or how consumers want to engage with us – Stellar gets us connected to consumers across a multitude of platforms, be it in-store, our site, retailer sites, live masterclasses, TikTok and whatever the next platform is that pops up tomorrow. Most importantly Stellar controls a consistent and well practiced narrative across all touch points.”
David Gubbin, President EMEA, Sage Appliances
If there is one thing that has remained consistent in retail, it’s that customers value engagement. They derive value from expert help, speaking to assistants and learning more about the product. Onboarding and masterclasses comprise the next generation of the shop assistant, by formalising post-purchase care into onboarding and masterclasses.
We have delivered both in physical retail spaces, and dedicated studios constructed for streaming and live video. We are extremely passionate about helping your brand connect with your customers and building a community of loyal fans.