Live-Shopping Platform Connects Online Customers To In-Store Staff

Live-Shopping Platform Connects Online Customers To In-Store Staff
Shopper Education & Assistance

Through the use of real-time photo sharing and video streaming, Harvey Nichols and Hero are giving remote shoppers the next best thing to in-store assistance

Rachel Gonzalez
  • 25 june 2018

Luxury fashion retailer Harvey Nichols is bringing a new element to online shopping with the help of retail tech company Hero and a livestream. This shopping service uses chat platforms, image sharing and video streaming to give customers a direct line to in-store personnel. Intended to be the next best thing to in-person shopping, the platform feels more personal than chatbots and far removed customer service reps. Harvey Nichols hopes the channel will improve customer satisfaction, both online and in its brick-and-mortar stores.

So far, Harvey Nichols claims that the service has made customers more likely to make a purchase. Harvey Nichols is making customer care a priority with this new tech-based shopping experience. By bringing all of the useful aspects of physical retail—styling tips and recommendations from staff, and real people to answer questions about products—to a computer screen, customers can get all of the assistance they need in real time.

Harvey Nichols Hero

Lead Image: Hero

+customer support
+harvey nichols
+Shopper Assistance

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