Inside Heal’s mission to stay ahead of the curve with style advice on demand.
For over two centuries, Heal’s has been the go-to destination for contemporary British design and discovering emerging talent. The retailer’s flagship on London’s Tottenham Court Road has been an iconic shopping destination for generations, ever since it first took up the spot in 1810. With a network of stores that are home to design icons including Tom Dixon, Vitra and Flos, to name a few, Heal’s continues to set the standard for home and furniture retail.
Shoppers the world over are constantly looking for design inspiration and advice on how to bring their homes to life; with social networks like Instagram, Houzz and Pinterest becoming hubs of content for home inspiration, the shape of the industry has changed beyond recognition over the last five years.
That said, nothing quite compares to the unique advice of experts in-store — filled with passion, knowledge and the human touch.
Through its partnership with Hero, Heal’s is now able to bring its expertise, personal service and in-store experience to millions of shoppers online.
Hear from David Kohn, Ecommerce Director at Heal’s on the impact of Hero:
With shoppers constantly looking for new ways to engage with their favourite stores, customers on Heals.com that require advice and inspiration when browsing online, can now tap a button and connect live with an expert style advisor in one of Heal’s world famous stores.
“For more than two centuries Heal’s has been designing, making and selling quality furniture. Hero is helping us remain at the forefront of retail, enabling our online customers to access in real-time the knowledge and passion of our in-store experts.”
— David Kohn, Ecommerce Director, Heal’s
In a category filled with options, Hero is helping Heal’s continue to stay ahead of the curve.
Armed with Hero on smartphones and tablets, Heal’s in-store style advisors can now provide their expertise to customers on heals.com, particularly during busy hours online and quieter trading hours in-store. Sending recommendations, photos of the latest collections and even live video broadcasts, style advisors are providing a highly visual 1:1 shopping experience that brings the incredible collections to life.
Enabling online customers to shop in this way on heals.com has proven incredibly successful.
“This not only reinforces what makes the Heal’s brand and experience special, but is also very successful. Customers engaging with Hero convert at 14x our normal rate and their average order value is 57% higher.” — David Kohn, Ecommerce Director, Heals.
HERO® is a commerce company, powering omnichannel shopping experiences for global retailers including Nike, adidas, Levi’s, LVMH, Gap Inc and Richemont.