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CASE STUDY How Natural Baby Shower uses live video and appointment services to connect and advise new and veteran parents

Natural Baby Shower: bringing store expertise online with video

Natural Baby Shower is revolutionising its online store with one-to-one live video retail so shoppers can speak to a nursery specialist in store to get advice and see their products live designed to replicate in-store shopping experiences. 

The one-to-one video service, powered by Go Instore, empowers store staff to deliver an enhanced online customer experience and provide guidance to customers as they look to make purchasing decisions for their new arrival from the comfort of their own home. 

The service aims to deliver bespoke, impartial advice to new and veteran parents on purchases and demonstrate products, mimicking the experience they would receive in-stores. 

Whether customers are preparing a list for the baby’s arrival, or need advice about which car seat is most suitable, Natural Baby Shower’s team of nursery specialists are there to help. 

Customers can also access the service through an appointment service to ensure they can get advice at a time that suits them. Powered by Appointedd, a cloud-based online booking platform, the virtual appointments service allows customers to book 90-minute slot with a nursery expert.  

Natural Baby Shower is also excited about the future of the service and how it can create a true omnichannel experience for its customers post-pandemic with Head of Operations, Cameo Cottrell, saying: “What’s next for us is really promoting the service, everything we’ve generated so far has been organic, now it’s about how do we incentivise the team, push conversions, where will we advertise the service, are there any connections we can make with our brands?”  

The service has also been popular with both customer and nursery specialists, having garnered an average customer satisfaction score of 4.9/5 and increasing average order values by 102%. Store manager Esma Tirla says, “Customers love it. It’s giving them the experience they want and that’s what we’ve got to do. It’s very accessible, it’s very quick and this is how the world is now.”  

Go Instore Co-CEO and Co-Founder Andre Hordagoda adds: “As we emerge from the pandemic, it is clear that customers are still craving digital experiences that replicate that of in stores. Retailers must respond to this and accommodate all customers. Natural Baby Shower is enabling customers to access their expert advice from wherever, even if they don’t have access to the Surrey store.”  

Hordagoda  concludes: “The holiday season is fast approaching, and more customers will be buying their gifts online, especially with Black Friday and Cyber Monday creating an online frenzy. Retailers must prepare for a surge in online activity by providing customers with a service like Shop Live to provide customers with advice and product recommendations to ensure they have confidence in their purchases.” 

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