Jordan’s Furniture enhances online, customer support experiences

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Jordan’s Furniture enhances online, customer support experiences

By Marianne Wilson - 09/01/2020

Jordon’s Furniture is deploying an artificial intelligence-enabled live engagement platform to support digital service and sales.

The New England-based retailer, famous for its larger-than-life stores that combine retail with entertainment, has chosen the Vee24 platform to enhance its customer service and sales capabilities with live engagement, including artificial intelligence-powered ChatBots, live messaging and video chat. Customers will be able to connect with in-store furniture experts via the live video chat to co-browse across multiple channels.

In addition, the retailer plans to expand its online and remote shopping experience with Vee24's suite of marketing, sales, and customer service engagement tools.

"Jordan's Furniture has always focused on providing a best-in-class, in-store experience, and we're excited to work with Vee24 to wow our customers with excellent online service and sales," says Joni Petrozelli, Jordan's Furniture's director of E-Commerce,” Jordan’s Furniture. "The Vee24 platform will allow Jordan's to lead the furniture industry in providing responsive, multi-channel customer service and will bolster our remote shopping experience as customers' needs shift in the new economic climate."

Jordan's hosts a customer service team at its Taunton, Mass., headquarters that help customers with questions about warrantees, appointments, deliveries, and pickups via telephone and email. Jordan’s will use Vee24’s artificial intelligence  Customer AssistBOTs and live and asynchronous messaging for order tracking, to answer FAQs, and respond to service inquiries efficiently. The new tools will streamline customer inquiries while also helping Jordan's increase operational efficiencies and deliver the in-store experience for their online shoppers, the company said.

In addition, Jordan's will use VeeStudio for live remote sales, enabling customers to chat via video with in-store sales associates, who can provide expert advice and show products on the showroom floor to customers sitting at home.

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