_Background

Committed to clarity and customer service

Baby Square is dedicated to delivering excellent service and enhancing the customer experience. They place a special focus on providing detailed product information to help customers understand how products work, their usage, and benefits, especially for first-time parents dealing with complex baby products like car seats and strollers.

"In the baby product industry, especially when it comes to items for newborns and infants, products can be intricate and serve specific purposes," explains Tom Zhang, the owner of Baby Square. "Think of a car seat or a stroller – nowadays these products can be very technical and complex, and there are endless options."
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In recent years, Baby Square has been working to improve and expand their online store. Tom emphasizes Baby Square’s commitment to delivering the same level of quality information and service in their online platform as in their physical stores.
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The goal is to provide customers with an online shopping experience that matches the excellence found in their brick-and-mortar locations.

“We want to do everything we can to help our customers, and have been exploring various strategies that can help enhance and grow our online store. That’s how we learned that product video could really help us achieve our goals,” Tom explains.

_Solution

Using video to help shoppers navigate

Baby Square's decision to partner with Syncle was driven by their commitment to improving the online shopping experience. They had already been embedding videos manually to their store, which quickly had turned into too much work that was unrewarding.

“We know most of our customers are busy parents, often browsing our site on mobile while caring for their children or on the move. To capture their attention, the videos need to be on a prime location on the PDP, something that was hard to achieve with manual embedding”, Tom describes. He also expresses relief at no longer needing to source and curate videos manually.

Now, Baby Square can fully leverage the benefits of video without the manual hassle. “Video content stands out as a powerful tool that promises numerous advantages for us. With Syncle, we are able to connect the gap between in-store and online shopping and give customers the information they need through videos, which, in turn, leads to higher customer satisfaction and trust in our brand.

_{Future plans}

Setting new standards in retail with innovative tools

In addition to improving their online store, Baby Square has recognized the value of videos in educating both their customers and sales personnel.

Tom envisions a future where sales professionals no longer need to possess exhaustive knowledge but rather know where to access information. He believes that video, along with tools like AI, will play a pivotal role in this transformation.

Tom explains, "In the future, skilled salespeople won't need to know everything; they need to know where to find answers and how to use the right tools. Video is already a key tool for us that we use for educating and keeping our salespeople up-to-date."

As Baby Square continues to grow its online presence and cater to the needs of parents across Canada, Syncle remains a valued partner in their journey to provide exceptional service and top-quality baby products. “Syncle's video capabilities align perfectly with our commitment to quality and customer satisfaction,” Tom concludes.