‘Ask Zappos’ raises customer service bar, again
Zappos, a company known for exceptional customer service, has just upped its game again with a personal assistant who can help you track down shoes or other clothing — even if the e-tailer doesn’t sell it.
The free service, Ask Zappos, provides customers with a personal shopping assistant who uses images provided by the shopper to hunt for the item online, reports CNET. Zappos then returns information about the item along with some alternative options.
According to CNET, Zappos began testing the service back in June and began promoting it on the homepage of its mobile site last week. Shoppers can send images to a personal shopper at Zappos in a variety of ways, including posting a photo on Instagram with the hashtag #AskZappos or attaching an image to an email or text message. Within 24 hours of receiving photos, "real, live people" from Zappos’ customer loyalty team will respond with results.
In the future, Zappos plans to add image recognition to the service to automate some functions, but for now the technology doesn’t work as well the stylists trained by the company. Will Young of Zappos Labs told CNET, the idea behind the service is to personalize the shopping experience and "wow the customer."
Several years ago, Aaron Magness, the former senior director of brand marketing for Zappos, told Fast Company that the aim is to "communicate with your customers, don’t market to them." Ask Zappos is another in a long line of examples demonstrating the company’s mission to not only talk the talk but walk the walk as well.
- Ask Zappos – Zappos
- Ask Zappos FAQ – Zappos
- Want those exact shoes? Ask Zappos’ new personal assistant – CNET
- Zappos’ New Secret Weapon: Personal Shopping – Inc.
- Zappos’ Marketing Chief: ‘Customer Service Is The New Marketing’ – Fast Company
- Zappos Marketing Chief Offers Five Rules of Marketing – RetailWire
What effects will Ask Zappos have on the company’s reputation and sales? Do you expect competitors and other apparel retailers to respond with similar online personal shopper services?