Case Study: Relax The Back achieves personalized customer journeys and drives $27 in in-store sales for every $1 online with Salesfloor

Relax The Back - Customer Case Study

Relax The Back is a specialty health and wellness retailer with more than 90 stores that depends on highly personalized, consultant-led service to match customers’ unique comfort and spinal health needs. The company lacked the digital tools to extend that one-to-one expertise to online shoppers, track interactions across channels, and enable franchise consultants to send consistent, personalized communications—limiting conversion of anonymous web visitors and the ability to drive in-store visits.

Relax The Back rolled out Salesfloor—introducing Storefronts, a Connect widget (live chat, SMS, email, appointment requests), client insights with automated tasks, branded asset sharing, and phased training—so local consultants could engage shoppers early and personalize follow-up. Early results: 250–350 monthly client requests via Salesfloor, 50+ monthly Storefront visits per consultant, one-third of clients preferring SMS, and an estimated $27 in incremental in-store sales for every $1 of online sales driven through the platform; response times, conversions and consultant engagement also increased (Storefront visits 4x and consultant emails 3x during COVID).

Relax The Back

Leanne Mattes

Vice President of Marketing