UK sofa retailer Sofology have connected digital customers with live instore experts using an immersive, live video platform, providing that ‘instore’ experience from the comfort of their very own home. This gives customers another option on top of live chat.
The interest in this type of technology has increased in the past few months as retailers look to alternative ways to connect customers with product experts whilst stores are closed during the COVID-19 pandemic. For product types that have a high amount of customer consideration such as furniture, home appliances, electronics, the technology allows for customers to connect to product experts to get a virtual tour of a product without entering a store.
The pandemic will almost certainly further accelerate the experimentation of technology like video streaming, live chat & remote clienteling as consumers look for safer but also more convenient ways to shop. This also questions where product experts needs to be located. Could the product expert of the future be located in out of town warehouses, offshore or even work from home?