News

Sears launches service melding online shopping with in-store expertise

Online consumers seeking home appliance insight can now easily connect with knowledgeable associates with in-store appointment service.

October 27, 2015

Sears is launching a new customer experience with a free "Meet With An Expert" service geared to helping online consumers learn more about home appliances by interacting with in-store associates.

"Choosing an appliance is a big decision, involving many options," said Leena Munjal, senior vice president, Customer Experience and Integrated Retail, Sears Holdings, in an announcement. "Meet With An Expert gives our members a personalized experience that builds on the research they've already done online. Our knowledgeable associate will know the appliances our member is interested in and offer advice specific to their needs."

Shoppers visiting Sears.com who are interested in an appliance category or specific appliance click a link that then directs them to indicate their local store, provide basic contact info and a preferred appointment day. The service availability is morning, afternoon and evening in a five-day timeframe.

Then a Sears home appliance associate will call the shopper to set up a specific instore visit time. At the visit, the shopper meets with the associate to get questions answered, compare appliance options and learn about product features.

The new experience program is just the latest by Sears, which has launched several omnichannel efforts over the years, including free store pickup of online purchases, as well as a "reserve-it" service that lets online consumers set "try on" appointments for clothing purchases.

For more information on the new expert interaction service, consumers can check out this video or click here.