Sears' New "Get Advice" Feature Connects Shoppers With Store Associates
By Christine Kern, contributing writer
Online Chat Feature allows consumers to get advice from store associates nationwide
In a recent press release, Sears announced the introduction of Get Advice, a personalized service powered by Shop Your Way. Get Advice, along with the recently launched Member Assist, allows consumers to tap into the expertise of a nationwide team of knowledgeable Sears’ store associates for advice on products and services. The feature leverages the online and mobile channels already used by members.
"We're using technology to virtually open the doors to Sears stores across the country giving our members access to the expertise of thousands of our associates," said Leena Munjal, senior vice president, Member Experience and Integrated Retail, Sears Holdings. "This level of interaction is another way we are integrating the digital and physical shopping experience –members can enjoy the advantage of getting great advice from the stores plus engage the vast Shop Your Way community."
Providing customers with the opportunity to connect with a real person that has a specific product or department expertise is one of the top 10 trends changing the retail industry, according to a Bazaarvoice Summit 2014 talk given by a leading analyst at Forrester Research. Sears meets this customer need with Get Advice and Member Assist.
Get Advice utilizes thousands of the Sears in-store associates as well as millions in the Shop Your Way community, any of whom can post an answer and vote on the most helpful responses. Consumers can post any product-related question to the Shop Your Way community, and store associates from around the country will post a reply simply by leveraging the same knowledge and expertise they use to help members in the store.
Member Assist allows members to communicate directly with consultative store associates in more than 400 Sears stores nationwide, remotely and conveniently via shopyourway.com or the Shop Your Way mobile app. The feature allows members to directly interact with their favorite expert associate at their nearest Sears store and that associate will directly respond with answers to help solve the member's product or service need.
The Shop Your Way YouTube channel features a video demonstration of the new Get Advice and Member Assist service innovations.
Sears has been focused on growing the Shop Your Way member program adding new features and exclusive products to grow digital sales.