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Tuesday May 16 2017

Fashion retailer is implementing live chat so showroom staff can assist online customers

The company has showrooms purely to assist its online customisers with purchasing decisions.

Speaking at the 2017 Retail Business Technology Expo, Rebecca Ruddle, head of showrooms at, said: “My teams in the showrooms are currently the only people in the company who have that knowledge. That’s why they’re the best people to go for it,” she said. “All of the questions people are asking in the showrooms are the same as we’re getting online.”

As only sells products online, its showrooms are “destination stores” that people visit specifically to try out products as part of an “experience”.
Questions asked through the live-chat feature include queries around product size, colour and material. 

Since the implementation of the Hero application, said that since implementing the Hero live chat application its average order value has increased by 20%.

Tagged as: | homewares | ecommerce | live chat