Actually, a more accurate question would be: Are you providing enough service tools to your customers?
Consumers are demanding more options, especially when it comes to customer service. After all, some days they may want to speak to someone on the phone, other days email could suffice and sometimes, you just feel like ranting on Twitter.
It’s up to retailers to be present and responsive across all touch points, reaffirming to customers that they’re listening, and are more than willing to help.
Sears is taking steps in this direction with the release of new service tools for Shop Your Way members.
The Get Advice tool allows consumers to view product and category feedback from store associates at home or remotely. Members of the Shop Your Way community also can participate in conversations, offering their feedback on specific products and questions.
The Member Assist tool offers a more personalized service experience, enabling consumers to communicate directly with their preferred store associate through the Shop Your Way mobile app or web site. Associates respond directly to all questions and inquiries.
Leena Munjal, SVP of Member Experience and Integrated Retail for Sears, had some very interesting insights regarding how the retailer sees customer service, and how the team is striving to connect all commerce and communication channels.
Want to learn more? Check out our story on RTP!