Gracing the high streets since 1884, Marks and Spencer (M&S) is one of Britain’s most recognized brands. It continues to lead the way in innovative solutions to connect with its dedicated customer base. Increasingly, people are shopping online in vast numbers. As part of Marks and Spencer’s digital-first strategy and its goals to become an omnichannel business, it partnered with Emplifi to ensure its customers could still engage with its in-store experts and receive the M&S experience from wherever they are.
In-store expertise from anywhere
Marks and Spencer partnered with Emplifi to launch M&S Live Expert, powered by Emplifi Live Advisor. The service delivers an enhanced customer experience via the M&S website, enabling those shopping online to speak with a Marks and Spencer expert in-store.
With Emplifi’s technology, M&S utilizes secure, live, one-way video consultations that give customers an opportunity to explore products and ask questions as if they were in the store. Customers can also book a virtual two-way appointment at a time that suits them, a service powered by Emplifi partner Appointedd.
Enabling social commerce with live shopping
In order to reach a wider audience, Marks and Spencer has taken advantage of Emplifi ShopStream to host live broadcasts on its website to promote new, exciting products or ranges that customers can shop from.
"The pandemic accelerated many of the trends and shopping patterns we were seeing pre-crisis and we have responded by building a shopping experience that’s fit for the future, and enables customers to shop the way that they want," said Clive Hudson, Digital Store Program Manager, Marks and Spencer. "Our M&S Live Expert service helps us to offer our customers flexible, easy, and rewarding shopping experiences whether they choose to shop online, in-store, or both."
The takeaway
As M&S grows its audience, providing virtual shopping experiences ensures customers receive the same personalized experience, regardless of where they decide to shop.
Ready to tap into the potential of live shopping? Schedule a demo with an Emplifi expert today.
