Live Online Advisor tailored to your needs: how Samsung brought the store to the online shopper
Samsung wilde de persoonlijke aandacht en deskundige service uit de fysieke winkel ook bieden aan online klanten. Met de Live Online Advisor van Smollan (voorheen bekend als Hamilton Bright) maakten we dat mogelijk, met indrukwekkende resultaten en een online merkbeleving die net zo sterk is als in de winkel.
The challenge: how do you provide personal advice to online shoppers?
Samsung, best known for its electronics, including smartphones, televisions, audio equipment, and home appliances, has become a global leader in technology and innovation. Since 2005, Smollan (formerly known as Hamilton Bright) has enjoyed a strong partnership with Samsung in field marketing, and we are extremely proud of this collaboration!
Campaign objective
Our goal was to:
- Bring the shopping experience online
- Provide live advice to customers tailored to their needs
- Increase conversion and customer satisfaction
Smollan’s solution: personalized service and higher conversion
With our Live Online Advisor, we connected online shoppers directly with a brand ambassador on the shop floor. Via a video connection, customers could:
- View products live
- Ask questions directly
- Receive personalized advice from a specialist, as if they were physically in the store
- See comparisons between models and features.
Smollan handled the complete implementation: from technology and integration on the product pages to selection, training, and hardware for the team. Thanks to daily reporting and customer feedback, we continuously optimized the service. This created a service that not only converts but also builds long-term brand loyalty.
A shopping moment, but online
Imagine this: a customer is torn between two washing machines. With a click on the Samsung page at MediaMarkt, they’re connected to a brand ambassador within seconds. They point the camera at both models, explain the differences, and answer practical questions about installation and power consumption. Ten minutes later, the choice is made and the order placed. This is how we turn hesitation into a purchase, without the customer having to leave the couch.
“For Samsung’s home appliance products, our Live Online Advisor serves as a highly valuable digital extension of the in-store experience. While it can never fully replicate an in-store visit, it provides consumers with an easy and accessible way to receive crucial answers to their often simple and practical questions during the purchasing process. It’s highly efficient, and consumers have been very positive about this additional service from Samsung and MediaMarkt.”
Jeroen Jonker – Retail Operations Manager Samsung CE
The result: more sales for Samsung
- More than 3,000 customers personally advised
- A conversion rate of 19%
- An average customer satisfaction score of 9.2
- Increased brand preference and repeat visits