Pets at Home installs in-store video tech CX platform

cats-eyes-2671903_1920Pets at Home is aiming to give customers the in-store experience from the comfort of their own homes by installing an HD-video system that enables them to connect with store staff via video calls.

The technology is being provided by Go Instore, which was recently acquired by customer experience tech company Emplifi.

Founded in 2014 and based in London, Go Instore also powers the Marks & Spencer’s Live Expert and Currys ShopLive schemes, as well as similar video platforms for Mamas & Papas, Ribble and Signet Jewellers.

Pets at Home group digital director Chris Holyland said the retailer wanted to create a joined-up pet care experience so that customers “know they will receive the same great level of service however they choose to shop with us”.

He added: “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 us deliver for our customers when and where they need it the most.”

Go Instore global vice-president Roger Sowerbutts added: “We know 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.”

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