Can Zoom help save John Lewis? Struggling department store chain launches virtual personal shopping service
John Lewis has launched a virtual personal shopping service using Zoom after announcing eight stores will not reopen after lockdown.
The service will enable customers to be shown round the store on a free 30-minute video call by a member of staff who can answer questions about products.
Experts with knowledge of more technical items, such as technology or fabrics, can be brought into the call to give specific advice.
John Lewis group chairman Sharon White is battling to restore the fortunes of John Lewis and sister supermarket group Waitrose
At the end of the call staff will post items to the customer’s home address, or arrange collection from the store.
Covid-19 has changed how people shop which many retailers believe will be permanent.
Group chairman Sharon White is battling to restore the fortunes of John Lewis and sister supermarket group Waitrose.
John Lewis head of customer experience Steven Hand said: ‘The lockdown has changed customer habits but customer service remains as important as ever.’