With on-demand access to perks like stylists and knowledgable in-store associates, consumers only need to pull out their phone to get the help and guidance they need

Cutting-edge brands are transforming customer assistance by integrating services onto digital platforms. Consumers can now speak to in-store sales associates and get connected with personal stylists all from their mobile device.

As PSFK researchers have noted, anywhere, anytime guidance and access has become an expectation of consumers in the age of ecommerce. Accordingly, here's how leading brands like Harvey Nichols, Allume and Amazon are redefining personal shopping to better integrate into consumers' daily lifestyles:

Harvey Nichols
U.K. luxury department store Harvey Nichols has unveiled a new platform that lets online shoppers connect directly with in-store associates when they need guidance. Shoppers can tap the “Hero” button on the retailer’s website to initiate a chat, which automatically connects them to an associate for assistance. The associate can chat, share photos, offer recommendations and even livestream through the app, which works during store hours.

John Lewis 
This app-based service allows customers of the high-end department store keep in touch with their personal stylist located in-store, who can answer questions and provide up-to-date product information. The trained personal stylists can assist with occasion-specific wardrobe suggestions, holistic look advice and more, meaning that customers no longer need to visit the store to access their knowledge.

Byronesque Personal Shopper
Byronesque is a free personal shopping app for contemporary vintage fashion. Shoppers can request that Byronesque source any item from a personal feed or from the platform’s archive, and the requests go directly to their personal shopping team and then to the global network of more than 75 vintage boutiques. Once the Byronesque team has found the item or something similar, they’ll message the shopper within the app.

Allume
Allume is a personal shopper service that gives clients a one-on-one experience with a stylist for $20 per session. Rather than polling customers on their needs and preferences with a one-time quiz, Allume improves customer assistance by letting its users converse with a stylist, who then provides a selection of links to shop from. If users purchase an item, the $20 fee is waived.

Coty x Amazon 
Beauty brand Coty partnered with Amazon to launch a new skill for the Echo Show, the first Alexa-enabled voice device with a screen included. The interface, known as ‘Let’s Get Ready,’ allows users to input personal attributes, including hair, eye and skin color, and Coty supplies an on-demand, occasion-based look planning service, capable of delivering more than 2,000 combinations of hair and makeup looks. Users have the ability to add related products from each look to their Amazon shopping cart, via voice.


Lead image: stock image from bbernard/Shutterstock

Cutting-edge brands are transforming customer assistance by integrating services onto digital platforms. Consumers can now speak to in-store sales associates and get connected with personal stylists all from their mobile device.

As PSFK researchers have noted, anywhere, anytime guidance and access has become an expectation of consumers in the age of ecommerce. Accordingly, here's how leading brands like Harvey Nichols, Allume and Amazon are redefining personal shopping to better integrate into consumers' daily lifestyles: