HERO virtual clienteling deployment pays off for Annoushka

Jewellery brand Annoushka has rolled out HERO, an app which connects online customers to in-store teams via chat, text and video.

“With a global coronavirus pandemic in hand, which has almost entirely frozen travel for a population who account for 60% of luxury sales outside of mainland China, never have our virtual sales platforms been more important to us as a business and for our global clients who may be feeling entirely isolated,” says Annoushka Ducas, Creative Director at Annoushka.

“Our upcoming campaign will ensure our global clientele know they can access us through a myriad of connected platforms.”

Also of interest: HERO powers Three Store Now initiative

A year from the launch of HERO, Annoushka’s global sales team has accounted for £100,000 worth of sales through the solution. The company reports a 180% conversion increase when clients come through the app. In December 2019, HERO accounted for 11% of the overall online revenue for the month.

Annoushka also flags up an increase in customers connecting with their local store via WhatsApp. This is most apparent, but not entirely unexpected in the Bicester Village store, a destination dominated by Chinese and Korean shoppers.

Mail order (a colloquialism for all sales taken through WhatsApp and WeChat) have accounted for 16% of overall sales over the last year, peaking last month to a record 22%, reflecting lower footfall in-store due to coronavirus.