How Longchamp are extending the personal touch of their boutiques to online customers

World-renowned for its leather goods, footwear and high-end women’s ready-to-wear apparel, Longchamp has maintained momentum and energy across the decades.

Creativity sits alongside innovation at Longchamp, which owns more than 250 boutiques worldwide. The brand has forged successful collaborations with famous fans including Kate Moss and Kendall Jenner — who became Longchamp’s global brand ambassador this year.

Digital Transformation

Longchamp are digitizing their boutiques across the world, partnering with HERO® to expand the ways they engage with their customers, both online and offline.

Empowered with the HERO® app, Longchamp’s store teams have the ability to shop live with nearby online customers seeking advice on-demand. Through photos, video, and even livestreaming, advisors in-store can send personalized recommendations to online customers; helping them with their purchase decision or encouraging them to visit the boutique.

“To boost our digital transformation, we have added features on our website which allows our customers to get in touch with an associate in the closest boutique. They can go available whenever it’s best for them, and provide a luxury experience based on human touch and proximity.” — Caroline Grange, Global Omnichannel Marketing Director

HERO® has also positively impacted conversion rates, adds Grange in this interview with e-marketing.

Increasing Store Footfall

As well as online conversion, HERO® drives footfall to the store by using smart-routing and appointment scheduling. Longchamp customers who are shopping online can visit the store and continue to develop a relationship with the same advisor they previously interacted with.

Longchamp have now extended HERO® to boutiques across 9 countries including, Austria, Italy and Switzerland; continuing to drive a highly-personal shopping service to customers, whenever and however they choose to shop.

About HERO®

HERO® is the world’s leading conversational commerce app for stores, powering Nike, adidas, Levi’s, Harvey Nichols, rag & bone and more. Our technology makes it effortless to text, chat and video call with customers; growing ecommerce sales and converting website visitors into store customers.

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