Case Studies / Analyze, Consumer Electronics, Create, Engage, Mass, Optimize, United States

On-demand expertise.


Premium On Demand connects retail shoppers to a live product expert with just a click.

sales uplift
would recommend
conversion rate


The COVID-19 pandemic forced retailers and brands to connect with shoppers in new ways. Now more than ever, a shopper’s brand experience is increasingly omnichannel – starting well before they click to make a purchase and continuing well after the sale.

What We Did
Assisted Selling
Brand Advocacy


Premium Retail Services has connected consumers with the brands they love since 1985. Now, Premium brand advocates deliver personalized, digital retail experiences by making product recommendations and answering questions.

The Premium On Demand platform launched in June 2020 as customers pivoted to socially-distanced shopping from the comfort of their home. Using a combination of Premium technology and talent, we humanize online shopping by delivering added value and subject matter expertise for customers at every stage of the journey. This web-based solution requires no app installation for the consumer.

How it works.

In-store signage and digital call-to-actions direct shoppers to chat live with one of our experts. Shoppers use their phones to scan a QR code or text a shortcode. The shopper receives a link and can initiate an on-demand video chat with a certified product expert when they’re ready. If they’re shopping online, they can click to request a session.

Premium On Demand experts serve as a trusted resource, offering credible guidance and low-pressure product education. AI-powered chatbots often promise this kind of frictionless interaction, but generic and seemingly endless waiting for responses can leave shoppers craving a quick conversation with an actual human.

Our brand advocates provide regular reporting on customer trends to proactively inform the brand’s product strategy and customer support teams. Premium On Demand engagements deliver qualitative insights that drive in-store messaging and product videos to be used across digital channels.

The results.

Premium On Demand is integrated on four retail e-commerce websites, where we have directly engaged with more than 37,000 customers thus far.

In less than four months, Premium On Demand delivered a 16% uplift in sales and continues to average a 26% conversion rate. With an average wait time of less than a minute and 8-minute call duration, the service provides speedy consultation without requiring shoppers to drive to a store.  

Premium On Demand extends the reach of our dedicated team of experts, making it possible to engage one-to-one with shoppers nationwide. The majority (60%) of engagements are pre-sale, but post-sale and product set-up makes up another 20%.

Contact us for a Premium On Demand demo or read about Premium’s other digital solutions in Staying Ahead During COVID-19.

We did it for a major electronics manufacturer. See how we can do it for you.

I'm super proud of what the team has been able to do. I don't believe that anyone else can do this kind of work. We've created a special sauce and it's incredible to see the journey come together.
– Premium client

Champion your brand online.

Premium Online Brand Champions take control of the product page, engaging with reviews to elicit influence on consumer shopping behavior.


North American store power.

Our creative approach, both in-store and online, enabled Premium to increase brand mindshare and participation in Logitech trainings.