Argos ranked NUMBER ONE for cross-channel customer experience

  • Category: User Experience, Phoenix Digital
  • By: Chris Gibson
  • Jun 11, 2019

According to Retail Week's ’Cross channel case study: How Argos nails cross-channel retail', 2 June 2019 issue. (And Phoenix Digital take great pride in being a key part of the delivery team!)

It is a huge honour for our team at Phoenix Digital to be one of the key components that Argos brought together, to drive their seamless cross-channel customer experience roadmap (successfully linking stores and online) and subsequently achieve the acknowledgement of Best in UK Retail for cross-platform service, by Retail Week.

When Phoenix Digital first began working with Argos many years ago, focusing on a dynamic web solution to refine and improve the Product Return process for their customers, delivering the VERY BEST solution in the UK, was very much the goal.

And we clearly have!

"Phoenix Digital have been a pivotal part of our roadmap with their Digitial capabilities. They delivery on our visions and manage to turn ideas into reality within challenging timescales. They are a great company to work with."

Ian Fenton, Customer Returns Manager, Argos UK

The Phoenix Digital Product Return website development solution that our talented team built, has not only had a significant contribution to the latest acknowledgement by Retail Week, but also continues to save Argos £millions year on year and has helped statistically improve the overall Customer Experience (based on customer survey feedback).

Additionally, our solution is so user-friendly, that Argos shop-based staff, also actually use the technology, to support customer queries in a more timely and cost-effective manner than before – truly cross-platform!

And Argos continue to innovate, never sitting still...

Tech that improves CX

"Argos has traditionally been a technological innovator and over the last year has introduced voice search on its app, followed by visual search, allowing customers a variety of convenient options to find what they are looking for."

"Digital technology has been deployed to improve the in-store experience. Shoppers use tablets to place orders and staff are on hand to assist with the process if necessary. At present, 476 of Argos’s stores, including 281 in Sainsbury’s supermarkets, have adopted the ‘digital’ store format."

Retail Week: Case Study - 2nd June 2019 issue

Hopefully the accolades keep coming for Argos, a truly innovative, CX and digitally solution-focused organisation.

Want to know more about our Product Return Optimisation solution?

Take a look at how it works: argos-support.co.uk

Get in touch to discuss how our cost-effective, dynamic web and digital development can help move your business to the next level.