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 newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

5 things every business can do to drive brand loyalty

If you’re in any customer-centric role, you’ll likely be familiar with the Net Promoter Score (NPS) – one of the most popular tools for brands to measure their customer sentiment.

Catherine Anderson

Chief customer officer, Powershop Australia

What the modern gig economy is doing to customer experience

Most marketing theory was established in the context of stable employment relationships. From front-line staff to marketing strategists and brand managers, employees generally enjoyed job security with classic benefits such as superannuation plans, stable income streams, employment rights, training, sabbaticals and long-service leave.

Dr Chris Baumann

Associate professor, Macquarie University

The new data hierarchy

We are all digital lab rats spewing treasure troves of personal data wherever we go.

Gerry Murray

Research director, marketing and sales technology services, IDC

Thank you! That was useful to know.

Belia Adam

Why your best social marketing brand tool could be hiding in plain sight

Read more

Because you are missing the point of the term "disruption"

Sean

Uber for the truckies: How one Aussie startup is disrupting the freight industry

Read more

Absolutely agree with this ... Facebook doesn't care what adds they show. You report an add for fake news/scam and it just remains "open...

Quasi Carbon

Unilever CMO threatens Facebook, Google with digital advertising boycott

Read more

How to create Pinball game in 4 minshttps://youtu.be/S1bsp7del3M

Alex Atmavan

Rethinking gamification in marketing

Read more

True Local - one of the least credible review sites on the entire internet.

MyNameIsStomp

Former Virgin Mobile CMO and CEO joins oOh! as first customer chief

Read more

Latest Podcast

More podcasts

Sign in