Create an outstanding retail experience with an eCommerce platform that gives you a
competitive edge

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Customer experience is where brands now compete.
Open Reply helps you create outstanding retail experiences online so you are playing a game you can win.


Across our full spectrum of services, Open Reply has successfully worked with various well-known brands.

The concept of customer experience has evolved

When people used to hear the term ‘customer experience’, it mainly referred to making a website pleasant and simple to us. That led to the rise of the “Customer Experience (CX) designer.” However, the CX designers role was mostly aesthetic with some focus on the organisation of website content, web page structure, and the placement of fundamental tools such as powerful Calls to action (CTAs). Today, however, customer experience has developed beyond how a website looks and feels. Businesses need to rely on additional features.

For modern businesses, customer experience encompasses the addition of contemporary features such as personalisation which lets them cater website content to individual preference, past purchases, or past visits. With such personalisation, you can increase sales by making sure that recommendations are based on the categories of products that most interest the user in the moment and to suggest products based on context, e.g browsing for inspiration vs browsing for a specific need. What’s more, leading CX today integrates the use of deep technology such as machine learning to improve product recommendations and advanced search engines that use natural language to better understand user requests e.g. understanding synonyms and returning results even when a search has been misspelt.


In the context of e-commerce and online retail stores, customer experience provides the competitive advantage that can put you at the front of the field. From a high-level perspective, customer experience refers to the way in which a brand engages its customers online. It describes how your customers perceive you and, when effective, creates brand memories and encourages brand loyalty.

To make this a reality for clients, Open Reply adopts what we call our unique Continuous Improvement Framework. This blueprint consists of five distinct steps that we execute in sequence to build out eCommerce solutions that put the customer at the centre, so clients maximise their eCommerce growth.

Our continuous improvement approach

  1. UNDERSTAND — To begin, we distil the brief into objectives and KPIs, because what gets measured gets managed.

  2. ASSIMILATE — With the KPIs and a clear target in mind, we write the functional specification and begin to build the eCommerce architecture.

  3. VISUALISE — Putting the customer at the core, we describe the clear user flow and detail the technical specifications.

  4. BUILD — Implementation begins here with the agile approach. We build and test in an iterative way with the focus on first building the highest business value features. We then test for user acceptance on the full end-to-end solution and train staff to bring them up to speed ready for launch.

  5. LEARN — Any new approach, however successful, benefits from continual optimisation. At Open Reply, we measure results against KPIs and continually identify opportunities for further maximisation of client ROI.optimisation. At Open Reply, we measure results against KPIs and continually identify opportunities for further maximisation of client ROI.

Make your vision a reality

With the ever-growing competitive market, taking control and transforming your eCommerce is pivotal to ensure the customer experience is addressed at each stage of the life cycle.

Open Reply’s offering gives you:

  • A solution based on a eCommerce platform that is cost-effective for your organisation
  • An analysis of out-of-the boxes vs custom features where required by your business
  • A flexible architecture that can evolve as your business grows
  • A trusted solution partner able to provide you with the full end-to-end solution.

We combine these to help you create an outstanding customer experience online that puts you ahead of the competition.

Previous Client Work

We do everything with our clients in mind - keeping them entirely in the loop, sharing knowledge, collaborating and working as one team - because together we are better.

Not sure where to start? Contact us and we can discuss how to approach your digital transformation

For more information, and to see if Open Reply is the right fit for you, fill in the contact form below and we’ll get back to you within the next 2 working days. Alternatively, you can call us now on 02072598650.
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