Dive Brief:
- Zappos is reportedly testing a new personal assistant shopping service, dubbed Ask Zappos.
- The service from Zappos Labs is said to help customers track down an exact item, even if the retailer doesn't carry it.
- Users send an image of an item through Instagram, Twitter, email, or text message to the team. Stylists will then curate links to the item from all over the Web, as well as suggested links to alternative merchandise.
Dive Insight:
Zappos says that this new online foray is an attempt to extend its stellar phone customer service to digital channels.
It's smart, given the increased emphasis on customer service and loyalty in retail. While other companies have launched image recognition services that help customers track coveted items, this new application provides a human touch, run completely by a small team in Zappos Labs.
