Skip to main content

Mulled wine is back on the shelf, it’s bitterly cold outside, and All I Want For Christmas has occupied a rent-free space in your head. Tis the season, right?

We’re that deep into the depths of Christmas, that the madness of Black Friday feels as distant as the long lost cousin you’re forced to socialize with on Boxing Day. But… in the spirit of retrospect; why not revisit it? 

The legacy of Black Friday changed forever in 2020. Stores closed, and millions of shoppers turned to online channels and dark stores to secure their bargains. However, this year was different. The world re-opened, this time armed with the knowledge that we could still continue to shop, just through different channels that we perhaps hadn’t experienced before.

Go Instore played a crucial part in this. Since 2014, we’ve been powering live video experiences between consumers and in-store specialists. We work with the world’s leading brands, including M&S, Samsung, Currys, and Pandora (to name just a few!).

This Black Friday, we were prepared for an influx of calls to mark our biggest year yet. Let’s check out some of the statistics…

Black Friday Stats:

  • Our total calls came to a whopping 23,415. 
  • Our average customer satisfaction rating rounded up at 4.4 (avoiding the perils of having to queue works wonders, right?).
  • The total talk-time hit 1780 hours.
  • The average order uplift came to 74%.
  • The total revenue was £1,353,270.

And what about Cyber Monday?

  • Total calls came to 16,421!
  • Customer satisfaction ratings averaged at 4.4/5.
  • The total talk time in hours was 1075!
  • And the order uplift was 100%.
  • Total revenue amounted to £854,896.

Black Friday might be over for another year, but you can still revisit the madness here. Check out these pieces by Go Instore’s co-CEO Andre Hordagoda: 

Let’s get ‘phygital’: Don’t fudge your Black Friday strategy this year – IT Supply Chain

Beyond Black Friday: How to keep customers returning long after sales end – 365 RETAIL | Retail News

#GoInstore #LetsGo

“By partnering with Go Instore, we’re able to deliver the same level of expert advice and guidance regardless of how customers interact with us. We couldn’t be prouder of our store colleagues, so this a perfect solution to continue driving our pet care experience forwards. Go Instore's live video solution has helped Pets at Home deliver for our customers when and where they need it the most. As a pet care business that offers a wide variety of services and product solutions, we want to create a joined-up pet care experience so that our customers know they will receive the same great level of service however they choose to shop with us.”

“90% of customers want to sit on a sofa before they purchase it. This isn’t always possible due to the often remote locations of our stores. Go Instore’s one-to-one solution has enabled our customers to trust the sales expert on the other side of the line to test out the sofa for them before completing their purchase. Our Sofologists are able to create an instant connection with customers and remove any friction from the buying journey.”

“Cycle Show, one of our biggest marketing exhibitions, was cancelled due to the pandemic – so we decided to take it online with Go Instore. The reach exceeded what we would expect to see at the in-person show with tens of thousands, possibly even hundreds of thousands, tuning in. ShopStream is the best way of leveraging our top of the range showroom and committed store staff to build a true omnichannel business that millions of customers around the world can enjoy.”

“Our M&S Video Expert service helps us to offer our customers flexible, easy and rewarding shopping experiences whether they choose to shop online, in-store, or both. We are building a shopping experience that’s fit for the future as our colleagues offer the same renowned experience expected in-store, to online customers, having started on Furniture, we have expanded to menswear and will launched on Lingerie in September 2021.”