Saks launches personalized online shopping experience

by Stephen Garner

NYSFA_saks_300dpiLuxury retailer Saks Fifth Avenue has introduced Saks 24/7, a new way for Saks’ online customers to connect to customer service associates any time of day. This new technology is part of the retailer’s ongoing efforts to extend its all-channel model and allows customers to experience Saks Fifth Avenue’s service, no matter how they choose to shop.

“This is a highly personalized online solution to selling, merging our highest trafficked channel——with our highest converter—our associates,” said Marc Metrick, president of Saks Fifth Avenue. “It is the perfect response to the growing demand for consumer-facing technology. With access to associates 24/7, personalized services and more, we finally have the ability to bring the high-touch Saks experience and store environment online.”

Through this new offering, which was brought to life in partnership with retail tech leader Salesfloor, Saks associates have the ability to create customizable boutique pages, which contain personally curated assortments of Saks merchandise, accessible through a dedicated URL. As a result, associates can connect with new and existing customers online, touting their hand-picked merchandise, expertise and industry knowledge via live chat, email or scheduled appointments. In addition, Saks associates can showcase their online storefronts to customers through email and social media tools built into a mobile app.

“Today’s all-channel customer wants a high level of service, regardless of channel,” said Joe Milano, SVP and general manager of digital retail and e-commerce at Saks Fifth Avenue. “Salesfloor helped us address that opportunity and our Associates are seeing real success. Saks Fifth Avenue prides itself on putting customers first. When it comes to luxury shopping, there is no substitute for the personalized experience offered by a knowledgeable Saks associate.”