Saks Empowers Associates to Serve Customers Online

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Saks Empowers Associates to Serve Customers Online

By Jamie Grill-Goodman - 02/10/2016
Retailers such as Saks and Neiman Marcus are exploring a new route to empower their sales associates, while providing customers a better online experience. Technology that allows sales associates to create their own version of the retailer’s web store, as well as a way for customers to interact with associates online may lead to a 75% increase in average order value for retailers.

Salesfloor, a software-as-a-service (SaaS) platform that connects local retail sales associates with online shoppers for a more personalized customer experience, is driving significant lift in online conversions for retailers looking to extend customer service across all channels.

Since launch, Salesfloor’s technology has been widely adopted by luxury retailers and big box players alike. The company is already working with Saks, Neiman Marcus, Stuart Weitzman, Harry Rosen, and Toys R Us.

“Today’s all-channel customer wants a high level of service, regardless of channel,” said Joe Milano, Saks Senior Vice President Digital Retail. “Salesfloor helped us address that opportunity and our associates are seeing real success.”

A 10x lift in online conversions and up to a 75% increase in average order value (AOV) are the main reasons for the rapid adoption of Salesfloor’s suite of desktop and mobile products, according to the company.

The products enable retailers to leverage their in-store associates’ strength of service and selling ability across web, mobile, and social channels. Associates can create their own version of the retailer’s web store with Online StorefrontsTM. Other products include an embedded tool on the retailer’s homepage so customers can interact with local associates through chat, email, and social channels, as well as an associate app with everything associates need to manage their online business.

The Salesfloor platform complements existing CRM and clienteling software and is configured for rapid integration and customization based on retailer requirements.

Empowering local store associates to serve customers online is providing a new level of personalized customer service.