November 26, 2012, 4:01 PM A call or a scan

The merchant places a premium on mobile customer service.

Lead Photo

It’s no surprise that many Lamps Plus m-commerce site users are on the go. That’s why the chain retailer incorporated its Check Store Availability feature into product pages. A customer enters into a tiny form the number of items she needs, along with her name and phone number, and an employee at the store nearest her will call within 10 minutes. “The feature allows our associates to help customers in a more personal way,” says Larry Gee, senior Internet marketing manager. “Our products tend to have additional questions—installation, style advice, etc.—aside from just availability, and getting customers on the phone allows us to service them better.” In stores, Lamps Plus has outfitted its products with QR codes customers can scan with their smartphones to obtain mobile-optimized details.

Purchase the 2013 Hot 100 Issue of Internet Retailer.

View the entire 2013 Hot 100 List.

comments powered by Disqus




From The IR Blog


David Jones / E-Commerce

Countdown to Black Friday: mobile & web performance

Retail websites are becoming slower and heavier as the big shopping days near.


Mollie Spilman / Mobile Commerce

How to reach the cross-device shopper

Mobile browsing precedes a third of desktop buying, making it essential that retailers cater to ...