HERO® was founded with a mission to make commerce human, inspired by the simple idea of making shopping as easy as messaging a friend.
Today Hero is taking that mission one step further with Google and their new program for Business Messages, making it easier and more convenient than ever for shoppers to message their favorite local stores. Rather than calling and risk getting stuck on hold, shoppers can easily initiate conversations with Hero’s partner retailers via the “Message” button from Google Search and Maps. They are then connected with an available associate in their nearest store — not a chat bot or a call center — so they can ask questions about product availability and opening hours, reserve an item for pickup and more.
“Consumers increasingly want to talk to businesses the same way they talk to their friends,” said Google Partnerships Manager Rob Lawson. “Alongside Hero, Google’s Business Messages makes it easy for stores to deliver a conversational messaging experience that lets shoppers get in touch on their terms.”
Brands including Credo Beauty, Arhaus, Jonathan Adler, John Hardy and Oscar de la Renta have already begun to roll out Hero for Google’s Business Messages, making it easy for their customers and stores to stay connected.
Adapting to changing consumer behavior
According to recent data from Retail Customer Experience, 82% of consumers conduct initial product research online before going to a brick-and-mortar to buy, making it essential for retailers to offer simple solutions for getting in touch and reserving an item ahead of time. For existing Hero partners, activating Google’s Business Messages alongside virtual shopping from their site is effortless.
“From the beginning, Hero’s mission has been to make connecting with your local store as easy as messaging a friend. As shopping evolves in response to COVID-19, that mission is more important than ever before,” said Hero Founder Adam Levene. “Using Google’s Business Messages, Hero is giving consumers the confidence to come in-store by making it simple to check availability and stock ahead of time, ensuring that their trip is worry free.”
Store associates will receive chats through the Hero app and can share photos, videos and product cards. The app will guide associates to know that they are speaking with a customer through Google Maps or Search — rather than a web customer — who may already be en-route to the store and need more urgent attention.