Pets at Home customers – and their pets – can now chat to in-store staff from their own homes via live video link.
Leading video-powered retail specialist Go Instore is to help enhance the retail giant’s ‘digital customer experience’ through immersive HD-video technology that enables customers and their pets to connect with store staff via video calls.
“The pandemic forced a shift in consumer behavior across retail, with almost half of all customers turning to online shopping,” a Go Instore spokesman said. “This, together with a rise in pet ownership, meant Pets at Home wanted to offer its customers the same expert advice available in-store to online customers.
“Go Instore’s technology helps to provide a solution that’s fast and easy to use and gives customers the opportunity to talk directly to Pets at Home colleagues and have the in-store experience from the comfort and convenience of their own homes.”
Chris Holyland, group digital director for Pets at Home, said: “Our expert colleagues are at the heart of Pets at Home – they deliver amazing pet care to our customers every day and we’re really excited that this new technology will allow us to bring their passion and expertise to online customers, too.
“By partnering with Go Instore, we’re able to deliver the same level of expert advice and guidance regardless of how customers interact with us. We couldn’t be prouder of our store colleagues, so this a perfect solution to continue driving our pet care experience forwards.
“Go Instore’s live video solution has helped Pets at Home deliver for our customers when and where they need it the most. As a pet care business that offers a wide variety of services and product solutions, we want to create a joined-up pet care experience so that our customers know they will receive the same great level of service however they choose to shop with us.”
Roger Sowerbutts, global VP, Go Instore, added: “We know that consumer behaviour is shifting and are really delighted to see the way that Pets at Home will use our solution to enhance its customers’ experience.
“Being a pet owner is highly personal, they are a part of your family and each has their own specific needs and preferences so speaking to someone who really understands this gives you peace of mind.
“Travelling to stores may not always be practical. Go Instore’s one-to-one and one-to-many video solutions will allow Pets at Home’s colleagues to provide highly personalised and specialist services to pet owners from the safety and convenience of their own homes.”