Argos is helping its online customers make choices about which products are best for them by offering live chat assistance powered by predictive analytics as they shop. It is working in partnership with customer experience firm [24]7 and using a predictive sales solution which uses predictive technology to identify those customers who could benefit from additional help to reach a buying decision. The approach has been welcomed by customers, who are more satisfied with their eventual purchase, and has already resulted in improved conversion rates for Argos.
Neil Tinegate, head of digital innovation at Argos said “Our primary concern here is to offer human assistance to customers whop need it, at the right time in the shopping cycle for them. We have seen this work in digital stores where colleagues are on hand to help customers get what they want, and this is a natural extension of that. Customers tell us they appreciate the help, to we plan to continue to offer the experience.”
The partnership with [24]7 includes the introduction of predictive digital assistance on selected product lines. It understands consumers’ online behaviour and uses data driven insights to predict which customers need help, when to engage and what to offer them.
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