You Can Now Video Call With Your Favourite Stores

Today, we’re excited to make video calling available on HERO®

Shoppers across the world can now text, chat and video call with their favourite stores; making online shopping feel as personal and as convenient as a FaceTime with a friend.

Introducing video calling on HERO®

In 2015, HERO® was born out of our founder’s frustration with waiting on hold to a local store. He was craving the convenience to be able to text— and set out to make shopping as easy as messaging a friend over SMS or WhatsApp.

Today, retail stores in 19 countries, including Levi’s, rag & bone and Harvey Nichols rely on HERO® to stay connected to customers via text and chat; exchanging millions of messages, photos and videos each month.

We know that nothing beats the in-person store experience, which is why one in three customers who start an interaction online via HERO® go on to then visit their nearest store. But we also know that it’s not always convenient or possible for a customer to visit. Video calling is the next best thing to being there.

The rise of video calling

It’s been a decade since the introduction of Apple’s FaceTime which helped make video chat part of the fabric of our modern day lives. Its popularity continues to surge, fuelled by Millennials and Gen Z that desire convenient and authentic visual communication.

Video calling is now an expected feature across social media and messaging apps including Instagram, Snapchat, Messenger and WhatsApp. Even in our professional lives, video calling across Slack, Skype, Hangouts and Zoom reflects how work is done in the 21st century.

Bringing video calling to the store

From today, stores empowered with the HERO® app can make voice or video calls with online customers. Shoppers simply need to be browsing the brand’s website and have started a chat with their nearest store via HERO® in order to accept a call. GQ described it as “like FaceTiming your favorite sales associate with one- or two-click buying built in.”

The introduction of video calling calling means store associates can bring items to life like never before; showcasing the details of a product that gives customers the true confidence to buy.

For example when buying beauty online, customers can now have a one-on-one consultation to find their perfect shade or color. When buying furniture online, shoppers can use video to visualize their home and get the best style advice from a design consultant. With video calling, conversations become as powerful as being there in-store, but with the additional convenience that ecommerce brings.

A rag & bone store using the HERO app to text, chat — and now video call with online customers

“Our shoppers expect to be able to connect with our stores in the most convenient and personal way. The introduction of video calling from Hero helps us elevate customer experience further. It’s not only a new and engaging way for our stores to build relationships, but it helps give customers the confidence to buy. We’re excited to be among the first retail brands in the world to bring video calling to our customers and stores”

We’re excited to bring this innovation to our retail partners including rag & bone, INTERMIX and Credo Beauty among others— helping stores unlock their competitive edge and create a more personal, more human shopping experience.

As featured in: Vogue Business: “Smartphones are the new salesfloor

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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.