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As we begin to settle into 2022, the pursuit of the ultimate customer experience remains high on the list of priorities for forward-thinking retailers. This week, as part of our Perfect Partners campaign, we’re looking at the importance of connecting with your consumers where they are.

In-person interactions are unbeatable, but we all know that there are some cases when face-to-face encounters are not possible due to many reasons. This includes accessibility, location difference and most notably, the recent pandemic.

Thankfully, video chat exists. Through live-video shopping, retailers are able to deliver an experience that aids with better customer support. When you are able to see your customers, you are able to connect with them better. You can read their facial expressions, analyse their reactions, and gain a lot of valuable insights, which aren’t doable when you’re relying on exchanging chat messages with your customers. These things will help you come up with a better and more personalized approach to deliver the best customer experience, and truly connect with your consumers. 

We’ve been at the forefront of this since 2014, even recently winning an award with Ribble for ‘Best Connected Experience’.

“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.”