John Lewis invests in customer service
Retailer confirms £4m investment in digital customer service initiative.
By Laura Turner
10 March 2017
John Lewis has announced plans to invest £4million in a new customer service initiative in 20 of its shops in order to strengthen its omni-channel customer experience.
The investment will see 8,000 Partners on its shop floors receive an iPhone loaded with a dedicated 'Partner App' to enable them to quickly help customers with information about products, check stock availability and place orders. This development is designed to 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. The app also gives Partners visibility of stock availability in all shops and at John Lewis' 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.
The app has been designed and built by John Lewis' in-house online team using feedback from Partners in its Cambridge shop, where the project was tested with customers for five months. Following a training programme this summer, the mobile phones will be rolled out to the 8,000 shop floor Partners in 20 John Lewis shops across the UK.
“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,” says John Lewis' customer director, Craig Inglis.
“During the trial in our Cambridge store, customer feedback was overwhelmingly positive,” he continues. “It consistently speeded up response times to customer queries as Partners didn't need to leave the customer to find answers, or complete a purchase. This is just the beginning. We will keep adding to the Partner App in the future with new, innovative ways to help our customers.”
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