M.Video launches mobile app function to call sales assistant to store shelf
M.Video, which is part of Russian consumer electronics retailer M.Video-Eldorado Group, is rolling out a new app feature that allows customers to request the help of a sales assistant when they are visiting a store.
To call a staff member, app users can indicate where they are situated and provide some identifying features to help the sales consultant find them. A chatbot then sends a notification to the staff currently working in the store with the customer’s coordinates and an indication that help is needed on the retail floor.
According to the pilot results in almost 30 stores, a sales consultant arrives in three minutes on average, and the level of satisfaction with the service exceeds 82%.
Mikhail Ostroverkhy, head of growth product management at M.Video-Eldorado Group, said: “The new function will be useful both for customers, saving them time spent looking for a sales consultant in a large hypermarket and resolving their issue quickly, and for sales consultants—they will know for sure that a customer needs help and has a question. For the company, this is an additional opportunity to increase conversion and customer loyalty, and also to take our interaction with customers to a deeper level through the mobile app.”
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