With the goal to innovate around our members and customers, we are continuing to look for ways to provide them with the best possible solution to meet their needs. To accomplish this, we are building solutions that provide our members with information across any channel (stores, online, mobile) in order to assist them before, during and after their purchase.
One of the needs we’ve identified is that our members want answers to a variety of questions. For example, “What treadmill should I buy that has the features I want and is within my budget?”, “How do I install my garage door opener?” or “What filter do I need for my Kenmore refrigerator I purchased four years ago?”
We set out to address this need by maximizing our existing assets and capabilities, which include:
- The extensive product knowledge of thousands of our store associates, as well as the personal experiences of the members of our Shop Your Way community.
- Technology investments in our stores; our associates now have access to tablets and handheld devices that can easily receive these questions as soon as they are posted and respond.
- The technology of our Shop Your Way online and mobile platform that connects our members with our associates.
By connecting these channels, we created the new Get Advice feature which gives our members a way to interact easily with thousands of our associates across the country — in just a few clicks.
Get Advice is a tool that makes shopping easier for Shop Your Way members. A member can post a variety of shopping-, product- and service-related questions to the Shop Your Way community and receive advice from store associates around the country. And, Get Advice not only taps into the thousands of the Sears in-store associates, but also the millions-strong Shop Your Way community.
Here’s how it works:
- Members can go to shopyourway.com and tap “Ask a Question” within the Get Advice section or directly from a shopyourway.com product page.
- They can then type their question and see if an answer pops up while they type.
- If an answer does not appear, they can simply follow the prompts to post their question.
- Once the question is submitted, they can start to see the answers flow in from our store associates across the country, as well as from members of Shop Your Way community.
- Members can review all the responses and then vote on their favorite answers.
Once a member determines the best answer to their question, they can chat with their favorite store associate directly using the chat capability available in theMember Assist feature within the Shop Your Way mobile app. This way our members have easy access to expert associates anywhere and anytime, through shopyourway.com or the Shop Your Way mobile app.
You can view a video demonstration of the new Get Advice and Member Assist service innovations on the Shop Your Way YouTube channel.
Real-time answers to members questions – whenever they want, wherever they are – is another way we are using technology to provide our members with the best possible integrated retail experience.
Leena Munjal is SVP of Member Experience and Integrated Retail.