To take their digital experience to the next level, Marks and Spencer partnered with Go Instore and launched M&S Live Expert.


Gracing our high streets since 1884, Marks and Spencer is one of Britain’s most recognised brands. They continue to lead the way in innovative solutions to connect with their dedicated customer base.

Despite shops re-opening, people are continuing to shop online in vast numbers. Marks and Spencer wanted to ensure their customers could still engage with their in-store experts and receive the M&S experience from wherever they are.


Marks and Spencer partnered with Go Instore and launched M&S Live Expert

The service delivers an enhanced customer experience via the M&S website enabling those shopping online to speak with a Marks & Spencer expert in-store.

Powered by Go Instore’s technology, M&S utilises secure, live, one-way video consultations that gives their customers an opportunity to explore products and ask questions as if they were in store. Customers can also book a virtual two-way appointment at a time that suits them, a service powered by our partners, Appointedd.

In order to reach a wider audience, Marks and Spencer have taken advantage of our ShopStream service that allows them to host live broadcasts on their website to promote new, exciting products or ranges that customers can shop from.

“The last year has accelerated many of the trends and shopping patterns we were seeing pre-crisis and we have responded by building a shopping experience that’s fit for the future, and enables customers to shop the way that they want. Our M&S Live Expert service helps us to offer our customers flexible, easy and rewarding shopping experiences whether they choose to shop online, in-store, or both”

Clive Hudson, Digital Store Programme Manager

 35% conversion rate

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