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The past year has accelerated many of the shopping trends and patterns we were seeing before the crisis, and we’ve responded by building a future-proof shopping experience, enabling customers to shop the way they want, says Clive Hudson, 10x Digital Store Program Manager at M&S.
Our M&S Live Expert service helps us offer our customers flexible, easy and rewarding shopping experiences, whether they choose to shop online, in-store or both.
He adds: The service has proved very popular, our in-store experts have received over 9,000 calls so far.
Plus, connecting staff to customers online is increasing our conversion rates by up to 40% and receiving 92% consumer satisfaction scores. Our clients booked a total of 500 appointments in just three months, demonstrating the high demand for our enhanced digital offering.
We’ve seen too many domestic brands disappear from our highways due to little or no response to changing consumer behaviors, says Andre Hordagoda, Co-CEO and Co-Founder, Go Instore.
The combination of our one-to-many and one-to-one solutions allows M&S customers to enjoy the entire shopping journey from the comfort of their home.
From the first window exploration to personal consultation with an expert, M&S is adapting to a permanent change in shopping habits and preparing for the future of retail.
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