Marks & Spencer has launched M&S Live Expert, in partnership with Go Instore and Appointedd, to recreate in-store furniture and homewares services for M&S.com customers.
Following a successful pilot earlier in the year, Marks & Spencer has launched M&S Live Expert to recreate in-store furniture and homeware services for online shoppers.
The service allows shoppers to have one-to-one consultations with M&S experts from the comfort of their own home, or on demand via product pages on M&S.com. Shoppers can then choose to complete their purchase either online or in-store.M&S Live Expert makes use of Go Instore’s live video tech and Appointedd’s online booking and scheduling platform and is operated by M&S staff at its London White City store.
M&S has also taken advantage of Go Instore’s ShopStream service which allows the retailer to host live interactive sessions on its website. This allows an unlimited number of customers to join a live stream broadcast to learn more about new products or ranges as they are browsing.
The latest in a string of digitally-led ventures from M&S, Live Expert is designed to offer convenience and flexibility alongside the service that customers expect from the retailer.
M&S digital store programme manager Clive Hudson said: “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 helps us to offer our customers flexible, easy and rewarding shopping experiences whether they choose to shop online, in-store, or both.”
Hudson said the service had increased conversion rates by up to 40% during the trial, as well as notching up customer satisfactions scores of more than 90%.
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