John Lewis, which operates 48 outlets across the UK, has decided to invest £ 4 million in a new customer service initiative in 20 of its shops to strengthen its omni-channel customer experience.
The retailer has decided to provide iPhone loaded with a dedicated ‘Partner App’ designed to enable 8,000 Partners who work on the shop floor to quickly help customers with information about products, check stock availability, and place orders.
The app designed and built by John Lewis’s in-house online team will put an end to customers waiting for Partners to go to stock rooms to see whether a product is in stock, or check information at tills as they will be able to help on the spot.
The app gives Partners visibility of stock availability in all shops and at John Lewis’s warehouse in Milton Keynes, where online orders are fulfilled, as well as product information, customer reviews, the ability to email customers product information and to place orders. During the busiest week in the trial, half of all online purchases made in the shop assisted by a Partner were made using the app.
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Announcing the new initiative Craig Inglis, John Lewis’s Customer Director said, “As online and physical worlds increasingly come together, this initiative, which forms the foundation of our digital strategy for shops, will support our Partners in offering great customer service in a digital world.”
