Retail technology company Go Instore and Samsung Electronics Co. Ltd have announced a partnership which aims to deliver an enriched digital experience for customers in the UK and Ireland via Samsung.com.
The newly-launched Samsung live expert service, powered by Go Instore’s technology solution, offers an interactive HD video streaming platform which allows online customers to connect with Samsung experts from the safety and convenience of their own homes. Enabled by secure, one-way video consultations, customers can quickly access the benefits of an instore experience online, explore the range and receive expert advice to help support their purchasing decision.
“Demand for virtual experiences has been accelerated by the COVID-19 crisis, as shoppers look online. Samsung live video chat will help to support sales whilst maintain the high standard of customer experience expected from large businesses,” said Andre Hordagoda, CEO at Go Instore.
“With consumer confidence at its second-lowest in history, live video solutions empower customers to make complex purchasing decisions and help the retail industry provide a rich omnichannel environment. We are grateful we are able to support retail during these difficult times, but also believe new consumer habits have formed that will remain beyond the current crisis to become a new norm.”
Nick White, online director at Samsung UK and Ireland, commented: “Partnering with Go Instore enables us to enhance digital experience for our customers, especially during a time when they may prefer to engage virtually. When buying online, expert advice is always beneficial but is not always accessible through online retail channels. The Samsung live video chat solution facilitates that human interaction as it connects our experienced experts directly to our customers.”
This partnership marks an increased focus on enhanced experience via digital transformation, and is a key part of Samsung.com’s customer-centric approach. Within the first weeks of the service being available, Samsung experts have engaged with hundreds of customers via live video chat each day – with a high satisfaction score, averaging 4.7 out of 5. The Samsung Live Video Chat service is available to UK and Ireland customers via Samsung.com, daily 8am-8pm*. For more information, please see:
Since launching in 2014, Go Instore has transformed the customer experience in the new retail era. The company has grown to work with a range of brands and clients across the globe including Japan, the USA, Canada, Europe and the Nordic regions. Its video-first platform is being utilised by large retail brands, who have seen a 4000% increase in daily Go Instore sessions across the UK, Europe, Asia and the United States since the beginning of the pandemic. With Go Instore, customers are 8x more likely to buy than the average for online shopping and spend 36% more.
* These hours apply to TV and Mobile product expert operating hours. Domestic Appliance product expert operating hours are currently Mon-Fri 9am-8pm and Sat-Sun 9am -5pm.
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