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Pets at Home adds live video interaction with store experts as pet care goes hybrid

Pets at Home: adding video calling to create immersive hybrid retail experience

Pets at Home is set to link pets and their owners with in-store staff using immersive HD-video calls as the retailer continues its shift to hybrid digital retailing.

The pandemic forced a shift in consumer behaviour across retail, with almost half of all customers turning to online shopping. This, together with a rise in levels of pet ownership, meant Pets at Home wanted to offer their customers the same expert advice available in-store to online customers. 

Using HD-video tech company Go Instore’s systems, Pets at Home is set to  provide a solution that’s fast and easy to use and gives customers the opportunity to talk directly to Pets at Home colleagues and have the in-store experience from the comfort and convenience of their own homes. 

Chris Holyland, Group Digital Director from Pets at Home explains: “Our expert colleagues are at the heart of Pets at Home – they deliver amazing pet care to our customers every day and we’re really excited that this new technology will allow us to bring their passion and expertise to online customers too. By partnering with Go Instore, we’re able to deliver the same level of expert advice and guidance regardless of how customers interact with us. We couldn’t be prouder of our store colleagues, so this a perfect solution to continue driving our pet care experience forwards.” 

Holyland continues: “Go Instore’s live video solution has helped Pets at Home deliver for our customers when and where they need it the most. As a pet care business that offers a wide variety of services and product solutions, we want to create a joined-up pet care experience so that our customers know they will receive the same great level of service however they choose to shop with us.” 

Roger Sowerbutts, Global VP, Go Instore adds: “We know that consumer behaviour is shifting and are really delighted to see the way that Pets at Home will use our solution to enhance its customers’ experience. Being a pet owner is highly personal, they are a part of your family, and each has their own specific needs and preferences so speaking to someone who really understands this gives you peace of mind. Travelling to stores may not always be practical. Go Instore’s one-to-one and one-to-many video solutions will allow Pets at Home’s colleagues to provide highly personalised and specialist services to pet owners from the safety and convenience of their own homes.” 

Pets At Home joins other major retailers such as Marks and Spencer, Currys PC World, Sofology and Ribble Cycles amongst others in their partnership with Go Instore. 

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