REI Transitions IRL Store Services through Virtual Appointments & Video Sessions

Retailers are maximizing the human element within digital shopping experiences by offering customers high-touch, 1:1 consultations with expert associates to guide them toward the right purchase. By utilizing the video capabilities, both customers can see products in situ and associates can get a better sense of the shopper, their home environment and style.

Outdoor retailer REI is translating its in-store services online through virtual appointments and video sessions. To help customers field any bike assembly questions or repairs, the retailer created a virtual appointment platform for customers to book time with an in-store expert. Along with being able to walk customers through all bike assembly processes, shoppers can also inquire about hiking boot fits or discuss what outdoor gear they may need for upcoming camping trips or excursions.

In this video, Alan from Dusty Hikers provides an overview of the service:

rei.com/outfitting

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Deep Dive with PSFK’s latest report… High-Touch Digital Purchase Journey’s

For a deeper dive into this topic, check out PSFK’s latest research report which describes eight trends with supporting examples of innovation, stats and quotes. In it, the PSFK team showcases how brands are engaging shoppers using next-generation digital experiences to deliver an enhanced customer experience