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M&S to launch live video service

By Retail Technology | Wednesday June 23 2021 | UPDATED 23.06.21

Iconic store chain Marks and Spencer is launching a live video service designed to recreate its in-store services for online customers

M&S Video Expert service, powered by Go Instore, enables staff from beauty and furniture departments to connect to customers shopping from home, offering convenience and flexibility alongside the service customers expect from the major British retailer. 

The service combines M&S’s retail expertise with Go Instore’s unique live-video services and Appointedd’s online booking and scheduling platform.

It allows shoppers to have one-to-one consultations with M&S experts from the comfort of their home and on demand via product pages on the website, informing their purchases before choosing to complete either online or in-store.

Personalisation

An 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. This allows M&S to reach a much wider audience, all whilst maintaining their high levels of customer service as customers are able to chat & ask questions in real time - a convenient, efficient, and modern omnichannel experience.

"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. 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,” said Clive Hudson, 10x Digital Store Programme Manager at M&S. 

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