Made.com launches iOS app, live chat functionality

Made.com has launched a new iOS app and said it will be closely monitoring the level of conversion between the app versus mobile web and desktop with expectations of increased traffic given the large number of its customers that shop from their smartphones.

The company, which offers design-focused homewares and furniture direct from the makers, worked with Poq on the app as it works to retain its status as one of the top 10 fastest growing retailers in the UK.

Its chief technology officer Jonathan Howell said that more than 60% of its traffic comes from mobile devices, so “it made complete sense to offer customers an optimal shopping experience by launching a mobile app.”

The company said the work it has done will also allow it to quickly launch an Android app too and to customise both for international expansion and further tech integrations.

The company is also working to speed up its growth rate further by bolstering customer service via live chat and has partnered with live chat specialist Hero for this.

Customers can chat with showroom staff (the firm operates showrooms to help customers in their purchasing decisions even though goods can only be  brought online) so the staff available for live chat have in-depth knowledge of its product offer.

Importantly, while the customer and staff can communicate via text or live stream, pictures can also be sent using the tech. The firm’s head of showrooms, Rebecca Rundle said it allows it to take a conversational approach rather than one led purely by sales as customers buying big ticket items such as sofas don’t like to be “sold to”.

Hero’s CEO said the tech has increased conversion to almost 16% in an industry where the average conversion rate online in just short of 1%.

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