PacSun Enhances Omnichannel Shopping Experience

Jennifer Guhl
Contributor Writer
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PacSun will expand its unified commerce offerings by using Manhattan Associates Inc.’s Manhattan Active Point of Sale, delivering a unified shopping experience for PacSun customers.

Through their more than 300 stores nationwide and online store, PacSun will be adding Point of Sale to their existing Manhattan Active Omni Order Management implementation, which the company says will modernize the shopping experience and deliver a more consistent experience across all channels by providing associates with a single platform across fulfillment functions, in-store selling, and engagement.

“The addition of Manhattan Active Point of Sale is a pivotal moment for PacSun as we solidify our position as a leader in unified commerce,” said Shirley Gao, CIO of PacSun. “We highly value the comprehensive and robust nature of the entire suite of Manhattan Active Omni solutions, including Point of Sale. This powerful application gives us access to advanced Omnicart capabilities, customer interaction insights, clienteling, customer-controlled fulfillment, and endless aisle functionality to deliver an advanced omnichannel shopping experience to our customers.”

PacSun recently invested in a "premier upgrade" of their brick-and-mortar location at the Fashion Valley Mall in San Diego, delivering a modernist design that pays homage to the retailer's foundation within mall culture.

The redesign connects social and digital channels, including highlighting season campaigns, streaming videos, and sharing content from PacSun's social media channels. 

The improved store design also allows customers to buy online pickup in-store and same day delivery.

The retailer is also leveraging natural language processing (NLP), working with customer experience automation provider Linc to incorporate NLP chatbots into their customer service process.

Incorporating data feeds that include information about catalog and shipping intelligence, these chatbots integrate case results to provide customers with more fruitful chats that help resolve various customer service issues, reducing issues arising from customer follow-up questions or when a conversation goes off script. 

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