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.
The current global COVID-19 pandemic is resulting in unprecedented disruption to every aspect of our lives as marketing and brand professionals, from the ways we work, to how our organisations operate, and the way in which we acquire and engage customers. So we’ve drawn on our wonderful CMO50 alumni community to explore different aspects of the crisis facing all of us right now. In our first episode, we catch up with Telstra chief marketing officer, Jeremy Nicholas, on how he's helping the telco navigate the crisis and meet customer demand.
People whose personal details and experiences signal they come from racially diverse backgrounds are less likely than anglo or Caucasian candidates to make it through the first cut in recruitment processes. Even if the organisation says it values diversity.
The impact of coronavirus is far reaching with the true impact on the economy and businesses is unknown. While there are a few categories and brands experiencing growth, for the most part the crisis is wreaking havoc for large and small operators across many sectors including entertainment, tourism, retail, fitness, services and the list goes on.
There is no doubt the challenges we are facing as businesses, advertisers and audiences with COVID-19 are all unprecedented. But with this comes an opportunity to take stock and re-evaluate current strategies, plans and processes to drive efficiencies and relevance in today's market.
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