Real-Time Retail Product Search System
Reducing customer service response time from 15+ minutes to just 2 minutes
Project Overview
A centralized product search system for retail customer service representatives that provides real-time inventory information across multiple store locations. The application integrates with existing retail systems to deliver accurate stock levels, pricing, and product details, dramatically reducing response times and improving customer satisfaction.
The Challenge
A major retail chain in Chile, was experiencing significant inefficiencies in their customer service operations:
- 60% of customer service calls were inquiries about product stock and pricing at different stores
- The legacy process required representatives to call individual stores for physical inventory checks
- Each inquiry took over 15 minutes to resolve (double if checking multiple stores)
- No centralized system to access real-time inventory information
- High customer dissatisfaction due to long wait times
- Inability to suggest alternative nearby stores with available stock
The Solution
Unified Search Interface
- Simple, intuitive interface for representatives
- Search by product name, EAN code, or keywords
- Visual product information with images
- Filter options for better search results
System Integration
- VTEX API integration for product imagery
- SAP connectivity for pricing information
- Real-time inventory database from in-store bot data
- Regional store grouping for quick location checks
Location Intelligence
- Regional store grouping for efficient searches
- Aisle location information for in-store guidance
- Last-seen timestamps for inventory accuracy
- Alternative store recommendations based on proximity
Detailed stock view showing availability across multiple store locations
Results
The implementation of this system delivered immediate and significant improvements:
- Reduced customer service response time from 15+ minutes to approximately 2 minutes (87% reduction)
- Provided representatives with accurate, real-time inventory information across all store locations
- Enabled proactive suggestions of alternative stores with available stock
- Improved first-call resolution rates by 45%
- Enhanced customer satisfaction scores by reducing wait times
- Reduced unnecessary store-to-store calls, improving operational efficiency
Technologies Used
How it works
- Customer service representative receives a call inquiring about product availability
- Representative searches for the product using name, keywords, or EAN code
-
The system queries multiple databases simultaneously:
- VTEX e-commerce platform for product images and details
- SAP for pricing information
- Internal inventory database populated by store scanning bots
- Results display product details, current stock levels at all relevant stores, and aisle locations
- Representative can filter by region to suggest alternative locations with stock
- Historical data shows "last seen" timestamps to indicate inventory accuracy
Key Features
- Real-time Inventory: Live stock data across all store locations
- Multi-system Integration: Unified information from VTEX, SAP, and internal systems
- Regional Filtering: Grouped stores by region for efficient searching
- Location Details: Precise aisle information for customer guidance
- Visual Product Data: Product images and details for verification
- Alternative Suggestions: Intelligent store recommendations based on inventory