Harvey Nichols and retail technology firm Hero are to link online shoppers to tablet-carrying staff in stores, enabling customers to chat about products and get help with purchases. The WhatsApp-style messaging service is being trialled at the flagship store in Knightsbridge but will be expanded to other branches. Harvey Nichols said Hero users on its site spent twice as much and were seven-times more likely to spend. It said the majority of sales were through mobile devices. Feedback will tell the store a customer’s shopping history so that extra benefits can be tailored to them.
Harvey Nichols and retail technology firm Hero are to link online shoppers to tablet-carrying staff in stores, enabling customers to chat about products and get help with purchases. The WhatsApp-style messaging service is being trialled at the flagship store in Knightsbridge but will be expanded to other branches. Harvey Nichols said Hero users on its site spent twice as much and were five-times more likely to spend. It said the majority of sales were through mobile devices. Feedback will tell the store a customer’s shopping history so that extra benefits can be tailored to them.