The Allegro Hotline helped thousands of seniors to tame internet shopping
- Launched by Allegro during the epidemic, the Hotline for seniors showed that people aged 65+ are interested in quick, convenient and safe online shopping, which does not require leaving home. The number of seniors using the platform increased by a third only in April and May.
- Every fifth caller has set up an account on the platform and declared that they will do their first purchases for an amount between 150 and 200 PLN.
As a result of the pandemic, digital transformation has become a reality and seniors have had to take a crash course in using computers and mobile devices. All this to stay in touch with loved ones, to entertain themselves and to stock up the necessary products. Thanks to helpful solutions such as the Hotline for seniors launched by Allegro in early April, the elderly can receive advice on online shopping and be guided step by step by consultants through the entire purchase process: from setting up the account to helping with the choice of most convenient payment and delivery method, including free delivery with Allegro Smart!
“As the elderly were experiencing the effects of isolation the most, we decided to launch an additional contact channel. During several hundred hours of conversations, the longest of which was 127 minutes, we learned about the needs of the oldest group of our buyers and answered their questions. As a result, 20% of conversations on the phone ended with setting up an account on the platform, and 12% of them in buying the item they needed. Seniors called our helpline to get help, just like they used to do in a shop or gallery. They lacked such personalized advice, and we devoted as much time to the callers as they needed,” said Jakub Kłoczewiak, Customer Experience Director at Allegro.
Callers usually asked about shopping over the phone. However, during the conversation they would quickly come to the conclusion that doing shopping online on your own is definitely a better option. Most callers were interested in products from the Home and Garden category. We were asked questions about hedges, gate motors, generators, pots, hoods, garden hoses and garden tools.
The Allegro Hotline for seniors launched in April is a convenient addition to the 24/7 contact channels for consumers and merchants, which include the online contact form, popular instant messengers and chat, the call-back service, and the recently launched Allegro and Gadane community feature. The hotline will operate until the end of June at 616 271 777, every day from 8:00 to 20:00.
Since the outbreak of the epidemic, Allegro has been trying to show its support to the people in need in various ways. Seniors can call a special hotline through which consultants guide them step by step through the purchasing process. Entrepreneurs, both current Allegro merchants and new companies can benefit from the Merchant Support Package. Allegro is also supporting the Polish healthcare system donating 24 ventilators, 2 covid laboratories, buy 365k masks and 8k litres of disinfectants to over 40 hospitals, hospices and nursing homes, 14 tonnes of fresh fruit and vegetables. PLN 1M has been donated to 42 Allegro employee coronavirus related charity initiatives and launched a charity fundraiser (koronawirus.allegro.pl) to collect money to purchase more necessary medical equipment.