Wearhouse Hero: Boosting App-arel Sales

The Wall Street Journal: “Like many traditional chains, Men’s Wearhouse has had better luck converting store visits into sales than it has with shoppers browsing its website. Executives say they are turning to new technology created by a startup called Hero in hopes of improving results while still using the company’s existing workforce. Over the holiday shopping season, the company tested out the app in about 100 stores. It found that online shoppers were more likely to buy an item after chatting with a store worker, prompting an expedited rollout to the company’s remaining stores.”

“By September, more than 3,000 workers across both Men’s Wearhouse and Jos. A Bank will be able to chat with online shoppers. The employees can wave their phones over product tags to generate web links to purchase the items and set up appointments through the app … The app connects an online customer with an available salesperson in the nearest store. To ensure that employees don’t become too pushy, it lets shoppers rate them, much in the same way an Uber passenger rates a driver. The video chat is one-way: Shoppers see into the store, but workers can’t see the customers.”

“Alistair Crane, the CEO of Hero, said his technology is built on the fact that store workers were already texting customers and using social media sites, like Instagram, to showcase products.”

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