Seamless is local at Saks

While the digital technologies supporting omnichannel commerce often replace store associates, Saks Fifth Avenue is enhancing its human element.
 
Saks is leveraging Salesfloor, a software-as-a-service (SaaS) platform that connects local retail sales associates with online shoppers for a more personalized customer experience. The suite of desktop and mobile Salesfloor solution enable in-store associates to provide customer service and sell products across web, mobile and social channels.
 
Specific Salesfloor applications being used by Saks include include Online Storefronts, which allows associates create their own version of the retailer’s web store. In addition, Salesfloor Connect is an embedded tool on Saks’ homepage that lets customers interact with local associates through chat, email, and social channels.
 
Saks also uses an associate app that helps associates manage their online business. The Salesfloor platform complements existing CRM and client software and is configured for integration and customization based on retailer requirements.
 
So far, Salesfloor has helped Saks drive significant lifts in online conversions and average order value.
 
“Today’s all-channel customer wants a high level of service, regardless of channel,” said Joe Milano, Saks senior VP digital retail. “Salesfloor helped us address that opportunity and our associates are seeing real success.”

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