Saks Elevates Online Retail via Live Chat, Social Media

In eCommerce, Industry News, Marketing, Reports, What's New by Accessories StaffLeave a Comment

In a very digitalized age, retail companies like Hudson’s Bay are continuously finding ways to integrate online shopping into their consumers’ everyday life. Just recently, the group announced that it is now heightening its e-retail operations for one of its biggest ventures, Saks Fifth Avenue.

Saks Fifth Avenue's flagship store in New York City

Saks Fifth Avenue’s flagship store in New York City

Through this endeavor, Saks executives claim that its online customers can now connect with the department store’s sales associates 24/7 via live chat. The aim is to extend personalized services to various markets outside Saks’s brick-and-mortar stores.

In partnership with tech startup Salesfloor, Saks associates can create customizable boutique pages online, which can contain personally curated merchandise accessible through a dedicated URL. The associates can share their shopping expertise and suggested ideas to online users in a realtime setting.

Apart from the instant messaging feature, Saks associates can also help consumers set personal appointments via email. Customers can also view online storefronts via email and/or social media tools built into a mobile app.

“It is the perfect response to the growing demand for consumer-facing technology. With access to sales associates 24/7, personalized services and more, we finally have the ability to bring the high-touch Saks experience and store environment online,” says Marc Metrick, Saks president.

This project is part of Hudson’s Bay’s bullish take in multi-channel online retailing. The company stated a 23.2% increase in digital sales in its latest fiscal year data.

“Online sales were especially strong, reflecting our focus on building superior digital capabilities and further integrating our brick-and-mortar and e-commerce businesses,” says Jerry Storch, Hudson’s Bay chief executive officer. “As we continue to execute our all-channel strategy, we are committed to providing our customers with an exceptional experience as they shop our banners whenever, wherever, and however they choose.”

–Eugene Y. Santos

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