Sears has expanded on its efforts to serve today’s tech savvy consumers with a new personalized assistance service for its Shop Your Way loyalty members.
The retailer announced the new offering, called Get Advice, Wednesday, and said it is leveraging the online and mobile channels its members already use as an avenue for providing advice on products and services.
Get Advice connects Shop Your Way members with Sears’ thousands of in-store associates. Any member can select “Ask a Question” at shopyourway.com, type in a question about any of the million plus products featured in Shop Your Way, and either get an instant answer if an associate is immediately available or post the question in a forum. Once the question is submitted, answers will come in from Sears associates across the country.
Leena Munjal, Sears Holdings’ senior vice president of Member Experience and Integrated Retail, said, “We’re using technology to virtually open the doors to Sears stores across the country giving our members access to the expertise of thousands of our associates.” She added, “This level of interaction is another way we are integrating the digital and physical shopping experience. Members can enjoy the advantage of getting great advice from the stores plus engage the vast Shop Your Way community.”
Consumers are consistently seeking a human connection for product information and expertise and Sears is providing that service in an effort to encourage more shoppers to join its Shop Your Way program as it works to combat slumping sales.
Get Advice adds to the retailer’s previously launched Member Assist which lets shoppers interact directly with their favorite expert associate at their local Sears store. They can ask product-related questions and share photos, and the associate will respond with answers to help solve the member’s product or service need.
“The Shop Your Way community is a resource unlike any other in retailing,” Eric Jaffe, senior vice president of Shop Your Way said.