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TV presenter Laura Hamilton and Graham Wilson, Sofology’s Head of Business Development, recently joined Go Instore’s Roger Sowerbutts for the first episode of the newly launched ‘Think Retail’ webinar series.

2020 will forever be remembered as the year of change – and for many reasons. Lockdown (parts 1, 2 and 3) has drastically changed people’s daily lives. Overnight, people’s houses became far more than just a home. In 2020, people’s homes became a hybrid environment – an office, a gym, a restaurant and a place to sleep, all within the confines of the same walls. Naturally, being stuck at home for months on end has triggered a collective excitement over home improvement and the prospect of changing things up (however minor the change may be!).

Speaking of change, Graham Wilson shared that Sofology has noticed a great shift in shopping patterns, especially with “how comfortable customers have gotten with making big-ticket purchases online.” Graham adds that “customers are even more inclined to make these considered purchases when they are assisted via video, with a sales expert”. Laura agrees and believes that “video will remain an integral part of the customer journey, well beyond the pandemic.”

Here are 5 more key takeaways from Go Instore’s ‘Think Retail’ webinar:

1. Virtual video connections/appointments with customers gives retailers a competitive advantage.

2. People are becoming more comfortable purchasing big-ticket items online. Customers are even more inclined to make these considered purchases when they are assisted via video, with a sales expert.

3. Video will remain an integral part of the customer journey, well beyond the pandemic.

4. Virtual tours have completely changed the way people search for and view their new homes.

5. The average order value using ‘using a video first technology like Go Instore’ is approximately 40% higher than Sofology achieve in many of their physical stores.

Watch the full webinar HERE.

“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.”