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Think: Retail On-Demand

The Pandora Story

Discover what happens when Pandora implements Go Instore


You will hear the story of how Pandora discovered new metrics to help significantly improve its customer service.

Long gone are the days of dreaded queue times and bidding for the attention of the staff member! With Go Instore, consumers are given all the benefits of the in-store experience, without having to physically visit a retailer.

Pandora was only too aware of how important it was for customers to be able to see and visualise jewellery purchases before they parted with their money.  Go Instore, ensured the digital experience was as immersive as it possibly could be, with HD technology and live product demonstrations.

Go Instore gave Pandora the ability to assess the peaks and troughs like never before. Before Go Instore, there was no metric for time spent with customers, the number of customers served, or customer satisfaction.

Ian and Roger discuss how Pandora is able to effectively collate this data and use it to improve their services and improve customer satisfaction.  Watch it now, below.

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“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.”