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Top Tips to engage your customers with live video retail


Insights on how to maximise engagement, harvest data and effectively train staff!

What we learnt from the Experts:

Happy customers are nothing without happy staff – We value that staff members must be confident and well-trained to deliver an optimum service, and that’s why we spend meticulous time training in-store specialists, getting to know them and learning of any product specialisms they may have. Once we have this information, we can match them accordingly to customers.

Engage customers with personalised CTAs – Site presence is super important, and that’s why Go Instore provides personalized Call-to-actions based on where the user is browsing. This keeps the user journey individualised and the user confident that they will be put through to the right advisor.

Keep the journey smooth by easily transferring calls – If the customer decides they’d like to enquire about a product in a different department, our in-store experts can transfer them directly to the relevant advisor. This lessens the friction of the customer’s journey and also cuts back those pesky wait times. 

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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.”