John Lewis has invested £4m into a new digital customer service initiative that will be rolled out to 20 stores.
The initiative will provide 8,000 employees with an iPhone and app that allows them to check product information and availability and place orders. The app is designed to improve customer service by eliminating waiting time for customers while employees check for product availability in stock rooms or check information at the tills.
The app was developed in-house and has already been trialled at the Cambridge store. During the busiest week of the trial, 50% of online orders made in store were placed using assistance by the app.
John Lewis customer director, Craig Inglis, said that the feedback from customers so far had been positive and customer response times had been shortened. He added: “This is just the beginning. We will keep adding to the Partner App in the future with new, innovative ways to help our customer.”
John Lewis first started using digital technology in-store 10 years ago with installed screens that could be used by customers to look up product information and check availability. Customers can now also reduce their time spent waiting when picking up orders in-store by inputting their order number into an iPad while queuing so that their order can be collected and ready when they reach the front of the queue.
There are currently 48 John Lewis stores across the UK and customers can also order directly from the website at www.johnlewis.com