Couch surfing. How Made.com is revolutionising the way people buy furniture.

Made.com started out just seven years ago with a grand ambition to disrupt the furniture market. The direct-to-consumer homeware brand has quickly become the posterchild for retail innovation. In its short existence it has gone from nimble start-up to boasting 2.5 million monthly visitors, shipping 2,000 products to 8 countries and projecting revenues of £300m.

Leading the line-up of digital native brands in opening physical retail spaces (such as the Away concept store in travel, and Everlane in fashion), Made.com now has a string of experiential showrooms across Europe. Using data to power its retail decisions, Made.com selects only the most accessible and desirable locations for its destinations. From London’s Soho, to Paris’ 2nd arrondissement and Amsterdam’s bustling Zuid neighbourhood, the retailer is truly bringing the online experience to offline customers around the world.

Buying furniture online can still be daunting. That’s why MADE and Hero have been bridging the gap between online shoppers whom need help and the expertise of the associates in the showroom.

“Will it fit? How soft is the fabric? How ‘blue’ is “dark blue?” These typical questions, which are all-too-often a barrier to purchase, can now be answered live by a showroom advisor armed with Hero.

“Hero allows us to take a more conversational rather than sales-led approach”

— Rebecca Ruddle, Head of Showrooms, Made.com

By seeing in real-time what’s in the shopper’s basket, advisors can snap photos of the products from the showroom floor, live stream close-ups of the styling, and make smart personalised recommendations from one of thousands of SKUs.

It’s this highly personal shopping experience that is improving e-commerce metrics, and for the first time, directly attributing the role of the showroom to growth online.

With double the AOV, and an industry-leading 18x conversion rate, Hero’s omni-channel technology is fuelling revenue growth for a transformational retail brand.

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About Hero®

Add the “IRL” experience to your online store, with the #1 virtual shopping platform. Headquarted in London and New York. Hero is trusted by brands including Levi’s, Nike, Herman Miller and LVMH.