SM Retail recognizes that today’s consumers have immersed themselves in technology and have started to utilize the advantages of online shopping.

To serve customers in just a few clicks and scrolls, SM Retail launched its online shopping platform, ShopSM, that showcases a variety of items found in every SM department store: from menswear to womenswear, shoes to bags, and baby essentials to kids’ wear. It also offers popular toys, select cosmetics and beauty products, kitchen appliances, home accessories and even hardware equipment.

ShopSM also makes sure to catch the latest trend in the fashion scene, including products from popular international brands, giving fantastic deals to customers and allowing them to earn points using SM Advantage Card, SM Prestige or BDO Rewards cards.

Aside from providing a wide array of products, ShopSM also gives an accessible, diverse and convenient shopping experience through different payment options, including cash on delivery, credit payments, and debit payments. It also introduced the “Click & Collect” concept – a free in-store pickup option enabling shoppers to buy online and select a branch where they can pick up their items.

Alternatively, customers can have their order delivered to their nominated address with cash on delivery as a further payment option. Shipping fees are charged depending on location as well as the dimensions and weight of the items.

 

Shifting to cashless

As the company with the most diversified retail portfolio in the country, SM Retail serves all customer segments by continuously investing in new technologies to further improve its services.

Through partnerships with several mobile wallet applications and financial services companies, SM facilitates the preference of Filipinos to be more cashless, allowing the use of tap-and-go and prepaid digital methods.

Cashless transactions offer greater efficiencies. It cuts down long queues, promotes convenience for both physical and online transactions and saves time waiting for change.

Currently, SM partners with end-to-end customer solutions like GrabPay, AliPay, GCash, PayMaya, WeChat Pay, VISA and Mastercard to promote secure and efficient digital transactions.

Enhancing malling experience

SM also strives for innovation to provide better customer service to all. As part of its mission to maintain high standards of customer service, SM Supermalls introduced SAM, the country’s first-ever in-mall smart robot.

First launched in SM Megamall, SAM, an Artificial Intelligent (AI) equipped humanoid robot, was made to help customers with mall directions, give product information, mention promos and events, answer mall-related queries and even provide 24/7 access via chatbot.

The modern companion for SM mall-goers was programmed to deliver a smoother, more efficient, and more fun malling experience, staying true to its core value of continuously bringing customer innovations.

SAM has been introduced at SM Megamall and SM Aura Premier but will be able to greet customers in other SM malls soon. The robot concierge was created in partnership with Cal-Comp Technology (Philippines), a leading provider of electronic and original design manufacturing services.

SM Supermalls partnered with logistics provider Airspeed to launch a new fulfillment service option called “Pickup at SM Supermalls” that allows shoppers to conveniently pick up their eCommerce orders

at selected SM malls. Online merchants that partner with Airspeed and SM for this service will be able to offer their customers a reliable and convenient delivery hub to pick up their purchased items at their own leisure. With its constant focus on quality products, service excellence and retail innovation, SM continues to provide shopping convenience and elevate its customers’ malling experience.