M&S partner with Go Instore to offer video-based customer service

M&S has announced it has partnered with Go Instore to offer customers enhanced shopping experiences through a new Video Expert Service.

Video Expert is a live-video service designed to replicate the company’s in-store customer service for online customers.

The software powered by Go Instore enables staff from beauty and furniture departments to connect to customers shopping from home, offering convenience and flexibility alongside the service customers expect from the major British retailer.

Customers will also be able to book and schedule appointments with sales associates through Edinburgh-based startup Appointedd’s platform, which has also recently partnered with Go Instore.

The service will allow shoppers to have one-to-one consultations with M&S experts from the comfort of their home and on demand via product pages on the website, informing their purchases before choosing to complete either online or in-store.

“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,” M&S digital store programme manager Clive Hudson said.

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The additional M&S Video Expert booking feature means customers can pre-book two-way personalised video calls with an in-store expert at a time of their convenience to discuss how furniture and beauty products will best fit their needs.

The new service will also enable M&S staff to perform “StoreStream” live-stream sessions on the site, which allow unlimited numbers of customers to join broadcasts to learn more about products as they browse.

M&S sales associates are able to chat and ask questions in real-time regarding the products.

“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, enabling customers to shop the way that they want,” Hudson added.

“The service has proven really popular, our in-store experts have taken over 9000 calls so far. What’s more, connecting staff to online customers is increasing our conversion rates by up to 40% and receiving 92% consumer satisfaction scores.

“Our customers have booked a total of 500 appointments in just 3 months, demonstrating the high demand for our enhanced digital offering.”

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