Digital customer service in store
| Reference number | |
| Coordinator | SILENTIUM AB |
| Funding from Vinnova | SEK 1 539 744 |
| Project duration | November 2018 - November 2020 |
| Status | Completed |
Important results from the project
Shopadviser aims to increase customer service and satisfaction in retail. Through video calls, well informed sellers communicate with the shopper in store. Customer satisfaction turns high at the same time as sales increase and staffing becomes more efficient. The project´s goal has been to go from sketch to prototype to a mobile app. Shopadviser can now offer a mobile app adapted to the store environment and via video calls offer a new customer experience.
Expected long term effects
With Shopadviser, retail is made more efficient. In the tests we have carried out so far, we can state that: - Customer satisfaction increases when the customer quickly receives competent help. - Staffing is made more efficient - Personnel who are relieved and can deal with more qualified issues. - Well-informed salespeople can offer more personalized information. - With several languages, more customer feel welcome. - Sales increase when customers are satisfied.
Approach and implementation
In collaboration with retail chains, we have carried out a number of tests in order to gain knowledge prior to development. We have mapped customer journeys and in store needs as well as the seller´s experience and evaluated what functionalities the customer needs in the app and what features the seller´s desktop version should contain. During development, we have conducted user tests in parallel to ensure UX and UI, with analysis and revisions. We have completed the website, app for the customer and desktop version for the seller.