Best Practice Report

Text-Based Chat Best Practices: Tractor Supply Company’s Customer Service Features

February 5th, 2021
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 Tractor Supply Company’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. When customers ask for help choosing a product, agents take the opportunity to recommend Tractor Supply Co.’s private label brand, 4Health. It’s a good example of how retailers can use chat for both customer service and marketing purposes. To learn more about the evolving presence of chat in retail, attend or 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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