The Fragrance Shop, the UK’s largest independent fragrance retailer, has partnered with HERO® to extend in-store services to online customers ahead of the holiday season. At the tap of a button, customers can connect in real time with their fragrance experts in store, for a one-on-one virtual shopping experience.
With 200 stores, The Fragrance Shop is the UK’s go-to destination for all things fragrance and beauty, carrying over 400 fragrance brands and over 200 beauty brands. With Hero, online customers can now learn about every brand and product directly from a store associate through text, chat, and video call.
With ecommerce sales expected to grow between 25-35% from November 2020 through January 2021, The Fragrance Shop is empowering its in-store experts with the Hero app to offer an elevated shopping experience to online customers, building deeper relationships with shoppers in the process.
“In today’s world, consumers are seeking instant access to information. Partnering with Hero allows our customers to directly communicate with our fragrance experts in-store without leaving their own home”
Adds Julian Holt, COO, The Fragrance Shop: “We know that the best experience for many of our customers will be in store, allowing us to connect our online customers to our in-store experts via chat and video. It’s in-store that we can bring the story of the fragrance brands to life using the wealth of experience and knowledge of our fragrance experts.”
Store associates can bring products to life while learning about customer’s preferences, guiding shoppers on their journey to discover the perfect scent or beauty product ahead of the holiday season.
Hero gives The Fragrance Shop store experts powerful tools to achieve this, including the ability to see what products shoppers are browsing in real-time and visibility of the entire omnichannel stock—not just products available in-store. In addition, The Fragrance Shop store teams can bring the conversation offline by scheduling in-person appointments with customers and arranging contactless curbside pickup.
With built-in clienteling, store teams can stay in touch with shoppers via text to share new product releases, recommend complementary items, or notify customers when a product is back in stock—growing loyalty and customer lifetime value long after the first store visit.
The Fragrance Shop joins leading brands around the world partnering with Hero to offer customers a seamless virtual shopping experience. Read our customer stories to discover how others are making online shopping more human.