There are times when we are all too lazy to actually go out shopping- that’s why online retail is so huge. But there are countless downfalls to online shopping to go along with its advantages. You can’t actually see and feel the product, for one. It may not be what you thought, too big or for the wrong purpose. Additionally, especially if it's a tech product, you may not even be able to figure out how to use it. The interesting trend of online shopping “concierge” services is trying to ease some of these problems using new retail technology.
It’s crazy how technologically complex products we can buy online these days. Your grandma may have trouble figuring out your iPhone, but that high-end camcorder or exercise turbo bike you purchased may not end up being such a breeze either.
There is an interesting new trend currently budding in online retail of offering in-home “concierge” services to online shoppers. These services deliver products bought over online platforms directly to consumers’ homes.
One example is Enjoy.com, in the San Francisco Bay and New York areas, founded by Apple’s former retail head Ron Johnson. Tech Products bought over the site are hand delivered, set up, and explained via a tutorial. Complicated products such as TVs and computers are installed by the company, and customers are shown how to use them.
Who is the intended audience for online concierge services?
One would think that this sort of thing would appear mostly to the older generation, who tend to be less experienced with today’s current challenging technology. However, the primary users tend to be younger, working adults who want to be in touch and enjoy the latest gadgets and toys, but don’t have time to spend hours googling setup instructions. Many also use these services to buy a complicated tech product and then increase their technological know-how.
These services are currently on the rise in industries besides tech
Robin Chan, co-founder of Uber, is developing a concierge service called Operator. This start-up will combine the needs of an “on-demand” economy with the prevalence of mobile messaging. The so-called “request network” will provide online shoppers with an expert who has expert experience in complicated products, who can search for the right product both on- and off-line.
The customer messages the switchboard with a general request, such as “I need to find a stuffed lion for a child’s bedroom”, and Operator responds with a recommendation, price, and where it can be bought. This is a simple example, but it is aimed mostly at buyers of complicated products with lots of options or specifications. One could ask Operator the best buying option for a laptop for your child’s college career, for example, and receive an expert response within your price range.
Looking to The Future of Online Shopping
It is very much possible that this type of “concierge” service, given how convenience is emphasized in today’s economy, could become extremely popular. It is easy to imagine an open market for this in nearly any area, such as clothes shopping with examples brought into the home, catering, web development, and many others.
Do you think online concierge services could be the next big thing? Could they possibly make complex products available to a wider audience?
