The Fragrance Shop partners HERO to take in-store services online

The Fragrance Shop has partnered with HERO to extend in-store services to online customers ahead of the holiday season.

From its 200 stores around the UK, fragrance experts can now connect in real time with shoppers for a one-on-one virtual shopping experience via video call, text and chat.

“In today’s world, consumers are seeking instant access to information, so partnering with Hero allows our customers to directly communicate with our fragrance experts in-store without leaving their own home,” said Fragrance Shop chief executive Sanjay Vadera.

Chief operating officer Julian Holt added: “We know that the best experience for many of our customers will be in store, allowing us to connect our online customers to our in-store experts via chat and video.

“It’s in-store that we can bring the story of the fragrance brands to life using the wealth of experience and knowledge of our fragrance experts.”

Store associates can bring products to life while learning about customer’s preferences, guiding shoppers on their journey to discover the perfect scent or beauty product.

Hero’s tech gives the ability to see what products shoppers are browsing in real-time, along with visibility over the entire omnichannel stock - not just products available in-store.

Fragrance Shop store teams can bring the conversation offline by scheduling in-person appointments with customers and arranging contactless curbside pickup.

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