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

On-demand expertise.

SUMMARY

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

16%
sales uplift
90%
would recommend
22%
conversion rate

Challenge

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
Digital
Infrastructure
Innovation
Insights
Omnichannel
Strategy

Execution

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.

In this specific example, we integrated the On Demand platform on one of e-commerce’s busiest websites. The results from the first few months illustrate continued growth in engagement volume week over week.

In less than four months, Premium On Demand has delivered a 16% uplift in sales and a 22% conversion rate. With the average call lasting 8 minutes, 90% of customers would recommend the service to others.

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

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