House of Fraser improves the customer shopping experience through innovative software
House of Fraser has strengthened their in-store personal shopping service using software from Clarity Retail Solutions. Improving the shopping experience through capturing customer preferences and requirements in advance makes it easy for customers to book appointments and ensures House of Fraser reacts quickly and efficiently to customer needs.
Specifically, ClarityLive™ software enables House of Fraser personal shopping service appointments to be booked instantly online providing a better customer experience from the outset and maximising appointment uptake. House of Fraser customers now have direct access to make appointments from the House of Fraser website. The software also gives Head Office and store staff wider administrative capabilities leading to efficiency and service improvements. It enables them to easily and quickly create, view and edit customer profiles, complete appointment feedback forms, search for available booking slots, and block book appointments for a predetermined period of time.
In addition to the immediate impact ClarityLive™ makes on the House of Fraser customer experience, it enables the chain to build a detailed picture of customer spending patterns and gives House of Fraser visibility of current and future appointment demand, therefore a strong return on investment through growing revenues is expected.
Vanessa Stamp, Head of Multi Channel at House of Fraser, says,
“The ClarityLive™ solution has been set up to drive significant and measurable improvements to the customer experience, and to the performance of House of Frasers’ personal shopper service. By understanding our customer’s preferences, we will be able to use these insights to anticipate, enhance and deliver a step change in the quality of services our customers expect from the House of Fraser brand.”
Simon Towner of Clarity comments,
“The entire ClarityLive™ brand is driven to enable retailers to enhance and expand their customers’ experience, and this has been achieved at House of Fraser. The personal shopper functionality within ClarityLive™ is a great example of how Clarity draws on this learning with House of Fraser already seeing the rewards of engaging with customers in new ways. The ClarityLive™ software suite is a powerful solution for continuous customer engagement, promotions, reporting, control, mobile, digital receipts, it is proving highly successful, and we anticipate further implementations for other major retail chains in the near future.”
