Argos uses predictive analytics to offer online chat assistance at the right time

The system has improved online transaction conversion rates for the retailer

Argos says it is helping online customers make choices about what products are best for them by offering live chat assistance powered by predictive analytics as they shop online.

Working with intuitive customer experience firm [24]7, the retailer is using [24]7's Predictive Sales solution which uses predictive technology to identify only those customers who could benefit from additional help to make a buying decision.

The system is used on selected product lines. It is said to understand consumers' online behaviour and uses data-driven insights to predict which customers require help, when to engage and what to offer them.

The approach has been welcomed by customers, says Argos, who are "more satisfied with their eventual purchase", it says. Argos said the system has also improved online transaction conversion rates for the company.

Neil Tinegate, head of digital innovation at Argos, said: "Our primary concern here is to offer human assistance to customers who 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, so we plan to continue to offer the experience."

The system is used on selected product lines. It is said to understand consumers' online behaviour and uses data-driven insights to predict which customers require help, when to engage and what to offer them.

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

Is your content marketing missing the mark?

Does it ever seem like the content you create falls flat on its face or that the leads you’re generating aren’t worth following up?

Dan Ratner

managing director, uberbrand

​ Creating a purpose-driven brand

So you want to be a brand with purpose. But what does it actually mean to build a brand with real meaning?

Paul Chappell

Partner and managing director, Brand + Story

Customer experience crisis: Proactively mitigating the risk of broken promises

Last Friday, three weeks after United Airline’s spectacular customer experience disaster, customers received a letter from the company’s CEO, Oscar Munoz.

Very rarely have I come across views so true. There are so many gems in this article, reflective of reality, onec can read it again and a...

Shyam Mishra

ANZ digital chief: Tackle the ‘frozen middle’ of your organisation or face irrelevancy

Read more

STOP STEALING BUISNESS CLASS TOILETS from A380, new 787's and A330's!!!!Thats what you call customer experience ONE toilet for all Busine...

Joe

Qantas CMO: What it's taking to evolve our customer experience

Read more

Dare i suggest that a "CEO" role in a peak industry body like Think Brink is not really much of a leap from CMO because it is also a mark...

Sventana

CMO to CEO: Think Brick chief reveals what it takes to make the jump

Read more

Grate post, thanks for the post.No matter what your business is, if you do no not rank among the top most search results of Google, Yahoo...

Rahul

Image intelligence:10 must-see infographics for marketers

Read more

Thank you Shane Blandford for carrying my Smarketing vision into KM !

Peter Strohkorb

​CMO Interview: Why aligning sales and marketing drives innovation at Konica Minolta

Read more

Latest Podcast

More podcasts

Sign in