Liberty, London’s iconic department store, has partnered with HERO to bring its unique in-person experience to online shoppers. The new virtual shopping service connects online customers live with a department-specific expert in the Liberty store through chat and video consultations. Virtual shopping brings the Liberty store to life online, and shoppers love it: Customers that are virtual shopping with Hero are spending an average of 78% more when interacting with rich imagery and video content from in-store.
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Liberty’s partnership with Hero follows the retailer’s global rebrand. Customers from anywhere can now connect with a Liberty store associate in-store when shopping online to receive product recommendations, photos, and video consultations, and ask detailed questions at the tap of a button. Amidst the latest UK lockdown, customers have initiated thousands of virtual shopping sessions on LibertyLondon.com, generating hundreds of thousands of pounds in sales.
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“Liberty prides itself on the experience of inspiration and discovery that comes from our store” said Eric Fergusson, E-commerce Director at Liberty. “We’ve taken several steps to permanently bring this feeling to life for our shoppers online, during the current lockdowns and long after. Hero has allowed us to make our store associates central to that experience.”
Liberty’s store associates also use Hero to follow what customers are shopping for in real-time, making it easy to share personalised product recommendations just like they would in-store. They are able to stay in touch with customers and share product updates by text, recommend complementary items, or send notifications when a product is back in stock.
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