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Industry News

Published on July 13th, 2020 | by The GC Team


Hughes engages with consumers via ‘Shop Live’ experience

Hughes Electrical says it has had “overwhelmingly positive” customer feedback on the latest technology it is using via its website to enable consumers to view products and experience demonstrations from the comfort of their own home.

‘Shop Live’ allows the retailer to ask visitors to the website if they would like a live video chat and, if so, they are put through to a skilled advisor who they are able to see.

The advisor can not see the customer but can talk about the product of interest, answer any questions and go onto the shop floor to show and demonstrate items.

All advisors are based at Hughes’ largest store, Hall Road in Norwich, which has over 1,000 items on display.

“The coronavirus has meant we needed to quickly adapt the way we do business by making life as easy and safe as possible for our customers,” said Hughes chairman, Robert Hughes. “This is particularly important given many will be reluctant to travel in current circumstances.

“Shop Live enables customers throughout the UK to talk to advisors without needing to travel to one of our stores – and then knowing they can have any product delivered to their home.

“The service has only been running a few weeks but customer feedback has been overwhelmingly positive, many citing the reassurance of being able to talk to a knowledgeable advisor and weigh up options before making any decisions.”

The retailer added that televisions, appliances, laptops and vacuum cleaners have been particularly popular.

The ‘Shop Live’ service operates 10am – 8pm, Monday to Saturday.

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