2016 Asia-Pacific Stevie Awards Gold Winner – Harvey Norman
Company: Harvey Norman, Homebush West, Australia
Category: Award for Innovation in Shopping or E-commerce Websites
Entry Title: Harvey Norman Omnichannel Initiative
The Harvey Norman website has implemented constant updates throughout 2015 to continue improving the customer's online shopping experience. Changes and updates have focused on providing Harvey Norman customers with more flexibility, more options and more control - allowing users to get the renowned Harvey Norman customer service experience that they would encounter in our physical stores, in an online and mobile environment.
With a strong focus on customer service offered in store, online (both via website and via social media channels) and on mobile, Harvey Norman have been able to deliver on the Omnichannel initiatives that guide the ongoing development of the Harvey Norman website.
Key features implemented to the site over the 2015 development year include the following highlights:
'Shippit' offers Harvey Norman online customers the ability to track their orders in real time. Delivery drivers are tracked en route with the customer's order, allowing for greater flexibility for people ordering online. This also offers customers the option for same day or timed deliveries.
'My Offer' provides customers the chance to get personal deals, as you would in store, via our Live Chat team. 'My Offer' deals are applied directly to the customer's online cart.
'Quick Reserve' gives customers a chance to reserve a product at their preferred store for up to 48 hours, allowing them the opportunity to see the product in store before making finalising their purchase.
'Click-and-Collect' provides customers with the option of purchasing online and picking up their order for free in one of our 200 store locations - saving on delivery fees, and delivery waiting times.
Interactive catalogues are served on both desktop and mobile versions of the Harvey Norman site - they allow customers to view our catalogues as though they were flipping each page physically. The main advantage here is that any products they are interested in can be clicked through to the respective product pages and purchased without having to manually search for the item.
No other retailers in Australia currently offer customers the breadth of options for purchasing online - whether they choose to complete their purchase and delivery online; or opt to view and pick up items in store. The integration between our online store and our physical store locations emphasise the success of our Omnichannel initiative.