Service of video consultations by 10 times increased efficiency of online sales of M.Video

2020: Use of service of video consultations

On November 30, 2020 the M.Video network reported results of start of videkonsultation. Since April sellers of the retailer held more than 50,000 video sessions, every fifth video consultation comes to an end with purchase, it is 10 times higher, than average conversion of online sales.

More than 500 sellers of M.Video by means of video conference, being in a trading floor of shop, assist in the choice of the equipment to buyers from all Russia round the clock. Specialists demonstrate goods at work, tell about technical characteristics, help with comparison of several models and the choice. Within video consultation the seller can authorize the buyer and together with him to issue the order, intellectual IT solution which is used by consultants creates personal offers on the basis of a profile of the buyer for the most profitable purchase.

Buyers well accepted this service – every fifth online meeting with the seller comes to an end with purchase, it is 10 times higher, than average conversion on the website. Most often with the help online of consultations Russians buy TVs and the built-in equipment for kitchen. Every month the number of sessions grows for 10-15%, M.Video is also going to embed service in mobile application.

Initially we started video consultations as the emergency solution to help buyers during a quarantine. Now this service very organically joined our One Retail-подход which develops M.Video – we create comfortable "seamless" experience, the client of the company now not only in shop, but also at home, at work, on the way can get personal advice. The uniform online platform, the range and retail network from Kaliningrad to Petropavlovsk-Kamchatsky allowed M.Video to organize online consultations for 24/7 buyers. Digital solutions which are easily and quickly replicated together with opportunities of qualitatively developed retail network allow M.Video to create new client experience, to improve service, – the managing director of M.Video Dagmara Ivanova says.

The smartphone and the special software which is used by consultants of M.Video allows them to accept calls from the website, to register the buyer, in real time to specify availability of the necessary model or configuration, to compare the prices to competitors and to offer the most profitable transaction taking into account actions, bonuses and personal discounts and it is easy to issue the customer order. At the same time the seller and the client can be physically in the different cities, so, the seller from the Moscow shop "M.Video" can qualitatively service the buyer from Krasnodar.

For receiving expert online consultation it is necessary to come on a card of the interesting goods on mvideo.ru and to click "Look alive". The service is based on the solution of the Russian startup Eyezon.