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Brico Depôt ofrece atención al cliente por vídeo chat
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Brico Depôt ofrece atención al cliente por vídeo chat

05/05/2021

Brico Depot

Brico Depôt Iberia ha implementado una herramienta de vídeo chat en su ecommerce, una opción se encuentra todavía en fase piloto. Al seleccionarla, permite a los usuarios realizar videollamadas al personal de la tienda. De esta forma, recibe asesoramiento y acompañamiento durante el proceso de compra como si acudiese al establecimiento. Con esta nueva funcionalidad, Brico Depôt sigue ofreciendo soluciones innovadoras que facilitan la compra y refuerzan la experiencia omnicanal.

Actualmente, la herramienta vídeo chat está disponible en las categorías: herramientas, baño y jardín y exterior. Asimismo, solo la ofrecen tres tiendas físicas de la cadena. La fase de prueba se prolongará durante 2 meses. Un periodo en el cual se medirá optimizará y dimensionará el número de asesores y tiendas necesarias para desplegarlo en el resto del catálogo próximamente.

La directora de Customer & Trading en Brico Depôt Iberia, Caroline Welsh, explica que el nuevo vídeo chat permite trasladar el conocimiento de los profesionales de la tienda física al canal online. Añade: Con esta nueva herramienta, nuestros clientes podrán hacer todas las preguntas necesarias. A través de video, les ayudaremos a tomar la mejor decisión de compra con la mayor confianza y seguridad posible.

Digitalización y omnicanalidad

Videochat Brico Depot

La incorporación de atención al cliente por video chat se enmarca en la fuerte apuesta de Brico Depôt por la digitalización. En concreto, es una de las acciones que contempla el plan de optimización de su ecommerce. Un proyecto que se basa en la implementación de constantes actualizaciones e innovaciones en la plataforma a lo largo de 2021. La meta es seguir mejorando la experiencia de compra de los clientes.

Durante el año pasado, en pleno confinamiento, Brico Depôt dio un paso adelante lanzando su ecommerce. También, sumo a sus servicios la entrega a domicilio, el Click&Delivery y el Check&Collect. Además, tras el lanzamiento del canal online en el mes de abril de 2020, la compañía ha crecido rápidamente y con fuerza. De hecho, las ventas desde la web han representado el 4% del total en la región Iberia.

*Para más información: www.bricodepot.es

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