Marks & Spencer launches live-video service for online customers

Marks & Spencer (M&S) has launched a live-video service that connects in-store staff to customers shopping online at home.

M&S Video Expert enables staff working in beauty and furniture departments to have one-on-one consultations with online shoppers, which will be available on demand via product pages on the retailer’s website. The consultations aim to help inform customer purchases before they decide to complete either online or in-store.

The additional M&S Video Expert booking feature means customers can pre-book two-way personalised video calls with an in-store expert at a time of their convenience to discuss how furniture and beauty products will best fit their needs.

The service also enables M&S staff to deliver one-to-many interactive ‘StoreStream’ live sessions on their website, which allows an unlimited number of customers to join a live stream broadcast to learn more about the products as they are browsing.

The service has so far taken more than 9000 calls and customers have booked 500 appointments across three months.

“The last year has accelerated many of the trends and shopping patterns we were seeing pre-crisis and we have responded by building a shopping experience that’s fit for the future, enabling customers to shop the way that they want,” said Clive Hudson, 10x digital store programme manager at M&S. “Our M&S Live Expert service helps us to offer our customers flexible, easy and rewarding shopping experiences whether they choose to shop online, in-store, or both.”

The M&S Video Expert service is operated from employees at M&S White City in London.

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