New technology solution fosters personal connections between sales associates and customers

Contactlab launches Contactone, a technology solution which facilitates a personal and direct digital relationship between sales associates and customers


Currently, sales people collect valuable information from in-store conversations with customers. Data from online shopping is another rich source of insight. However, to deliver a personalised service, these data need to be consolidated and utilised in a more holistic way. Brands must also be able to monitor in-store conversations through official channels and communication tools that nurture the relationship and keep trace of every on-site interaction.

Contactlab have launched Contactone, the clienteling solution which enables in-store sales assistants to create a highly personalised digital relationship with customers before, during and after their visit to the shop. The app provides real-time access to enriched customer profiles (socio-demo information and behaviours related to multi-channel purchase history) to help in-store sale assistants create and send one to one communications across multiple digital channels such as email, SMS and instant messaging. At the same time, it allows the brand to track all the interaction and monitor the relationship through an official and highly customizable communication tool.

Contactone is one of the few clienteling system in the European market to allow sales assistants to communicate with customers via instant messaging. Particularly, it enables chats through WeChat, the most widespread IM and social networking app in China, and other communication channels via Messenger, Telegram and Line.

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