1-800-Flowers.com Unveils Suite Of Customer Service, Web And Mobile App Upgrades

  • January 28, 2020 at 12:26 PM EST
  • By Bryan Wassel
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1-800-Flowers.com is upgrading its e-Commerce presence with further integration of AI capabilities, new AR functions, additional payment options, and mobile app and web site upgrades. The retailer is rolling out the new features in time for Valentine’s Day to prepare for the coming spike in demand.

The Intelligent Virtual Assistant (IVA) will improve customer service for shoppers across their journeys, including through the return process. The hybridized customer care system will combine both live agents and AI-powered software to reduce wait times and offer a selection of enhanced options:

  • Voice-Based Self Service will give shoppers an easy way to track order statuses, apply order modifications and browse FAQs through a simple phone call, without the need for a live agent;
  • The IVA will learn from each customer interaction and utilize information, including order history and phone number recognition, to provide increasingly personalized service; and
  • Natural language processing capabilities will help IVA understand shoppers regardless of their accent and help it process complex phrases.

Additionally, the redesigned 1-800-Flowers.com mobile app will feature a new user experience and streamlined gift buying flow. The new “Trending Gifts” section lets shoppers tap an item and go directly to checkout, while the “Just For You” newsfeed offers personalized updates, promotions and calendar reminders. The Gift Finder lets shoppers input order information based on the recipient to receive tailored product recommendations.

Mobile shoppers also will have the option to pay through Venmo for all transactions, and digital wallets including Apple Pay and Google Pay will be allowed as payment options for subscription programs like the Bloom of the Month Club.

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Additionally, mobile web users will gain access to new AR-empowered features. Shoppers can now preview top-selling Valentine’s Day arrangement in 3D in their own homes. Apple Pay-enabled devices enhance this capability further by allowing for checkout and payment within the AR experience.

Finally, the desktop web site also has received its own upgrades, including faster loading times, clearer imagery, a streamlined checkout process and one-click logins. Shoppers can now also send e-cards through the site, choosing from a variety of themed layouts and adding a custom message.

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