TMC reports that Advance Auto Parts has launched a new commerce solution from IBM and CrossView to connect online and contact center sales channels with retail to deliver a more personalized shopping experience
According to TMC, "the combined product does this based on individual consumer preferences while maintaining a consistent brand identity and uniform customer service standards across sales channels."
The goal is to improve the multichannel shopping experience for customers, which means enabling them to use the method of their choice to buy a product. This could be telesales, retail or online. The goal for Advance and other multichannel retailers is to maintain a consistent customer experience throughout all channels.
The IBM CrossView solution provides customers with real-time access to Advance's line of automotive parts — an inventory of more than 100,000 parts — resulting in faster, more efficient and more consistent responses to customer inquiries. Search capabilities integrated in its new Web store enable customers, along with telesales representatives, to locate parts based on unique details such as a vehicle's year, make, model and engine type.
