Best Practice Report

Text-Based Chat Best Practices: Ashley HomeStore’s Customer Service Features

February 3rd, 2021
Nicole Murgia, Senior Researcher
Nicole Murgia Senior Researcher
Julie Ask, null
Julie Ask
With contributors:
Fiona Swerdlow , Hailey Colin

Summary

Retailers and brands must deliver experiences that are efficient, effective, and effortless for the customer. This piece is part of a series showcasing best-in-class examples of conversational interfaces; it focuses on Ashley HomeStore’s customer service features. According to the Forrester Analytics Consumer Technographics® US Retail Recontact Survey, 2020, 42% of US online adults said it was important for retailers to offer live online chat on their website, up from 27% in 2019. Ashley HomeStore’s agents go above and beyond to ensure their product recommendations are relevant to the customer. When the customer uses chat to ask for help choosing a product, the agent will ask questions about customer preferences and zip code so that they can provide a personalized shopping experience. To learn more about the evolving presence of chat in retail, register and listen to our webinar on The State Of Chat In Retail: The Current And Future States. If you have questions, schedule an inquiry with us for more information.

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