Grainger (NYSE: GWW), Chicago, IL, distributor of MRO products, recently launched a new feature for its iPhone app, LiveChat with Photo.
Customers can now send a photo of a product to a Grainger customer service representative during a live chat. The technology is provided by LivePerson (NASDAQ: LPSN).
"Grainger is focused on industry-leading service, which includes getting our customers the products they need, when they need them," said Geoffrey Robertson, vice president of e-commerce strategy and planning for Grainger. "We offer more than 1 million products, so LiveChat with Photo helps answer customer product questions more efficiently and effectively."
The LiveChat feature is in the menu section of the Grainger iPhone app after users sign in. Users can click on the icon to begin a real-time chat with a Grainger customer service representative, as well as attach one or more product photos to the conversation. Photos help the Customer Service Representative locate the product and provide the customer with a direct link to the product, which then can be used to check availability and make a purchase. Finally, a chat history is available, eliminating the need for the customer to take notes during the chat.
"As more consumers shift to mobile to connect with their favorite brands, it's becoming critical for companies to effectively engage their customers via mobile devices," said Grant Miller, head of mobile strategy for LivePerson.
In addition to LiveChat with Photo, Grainger's mobile app allows customers to:
- Search for products using bar code scanning, voice-activated search or browse;
- Use real-time product availability based on current location to learn when a product will ship or if it is available for pickup at a nearby Grainger branch;
- Get driving directions to the nearest Grainger branch;
- Manage purchase order workflow – accept, reject or forward pending orders made by multiple staff members;
- Receive notifications when orders ship or are pending approval;
- Get prompt access to frequently purchased items through lists;
- Access order history; and
- Checkout using existing shipping addresses and payment preferences from grainger.com.