Retailers across the country are actively planning how to safely reopen their doors or welcome customers virtually as COVID-19 social distancing orders are rolled back across the country. While experts don’t know exactly how customers will feel about shopping in stores, they are all in agreement that retail will be different in the months, and possibly years ahead.
One Engageware customer, David’s Bridal, is showcasing how it’s possible to thrive and meet consumer demand in this new retail environment, even while many store locations remain closed.
Virtual Appointments Get Personal
David’s Bridal, the nation’s leading bridal and special occasion retailer, went virtual to offer personalized service. The brand made their more than 3,000 stylists from around the country accessible to customers through one-on-one appointments.
Stylists work with clients to virtually guide, inspire, and personalize their wedding vision through the entire shopping journey, from engagement to bachelorette party to wedding day and beyond.
How it Works
Using a link on the website, customers can make an appointment for a virtual meeting at the time that works best for them. The appointment is conducted via phone or video chat — per the customer’s preference — with an expert stylist to help choose a dress and accessories. Customers can also book appointments to text chat with a stylist for quick questions or coordination efforts. In states where stores are open with conditions, customers can make an appointment for in-store visits and fittings, ensuring that each store can control traffic and sanitize between visits.
Heather Braddock, Director of Store Innovation and Operations for David’s Bridal, explained how appointments have helped sustain customer engagement even while stores remain closed:
“A virtual appointment gives our customers the opportunity to book a scheduled timeslot over morning coffee, during her lunch break or while kids nap to meet one-on-one with an expert stylist on the phone or through video chat. Customers are encouraged to fill out a fun and easy style quiz prior to their appointment to help our expert stylist personalize and customize the shopping experience.
We have been blown away by the response we’ve seen from our Virtual Appointment Experience. Hours after we launched, appointments for day one completely booked out, and in the first week nearly 1,000 appointments were booked. Customers are loving how flexible virtual appointments are along with the human connection.”