The Container Store Transforms the Customer and Associate Experience

Jamie Grill-Goodman
Editor in Chief
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The Container Store has realized an immediate improvement in its in-store communication, worker productivity, customer engagement and business performance after implementing new retail technology to improve the customer/associate experience.

The retailer is the first to integrate TimeTrade with Theatro’s Conversational Platform. The two have announced a new joint solution that allows the workforce-optimized apps on Theatro’s conversational computing platform to seamlessly interact with TimeTrade’s Intelligent Scheduling Platform.

At the center of the solution is an AI-powered Virtual Assistant, like Alexa or Siri, that intelligently connects The Container Store’s closet designers with notifications of real-time closet consultation bookings directly in their ear. Prior to the integration, The Container Store associates had to monitor devices to watch for new, same-day, or changed appointment requests – or run the risk of missing a customer appointment.

With the new platform integration, in-ear group messages are triggered when a customer books, cancels, or changes the time of a same-day consultation, allowing for faster booking notifications and labor allocation decisions. The capabilities of this joint solution will continue to develop into an even deeper application integration with robust customer experience analytics reporting capabilities and dashboards.

“That’s good news to our customers as they always enter the store expecting excellent service and experience,” said John Thrailkill, EVP of IT and Business Development at The Container Store and 2018 CIO of the Year nominee. “And it’s great news for us because we realize improved customer satisfaction which inherently lifts revenue; all while being able to direct our most valuable resources to where they can have the biggest impact on our business.”

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