FatFace has launched an in-store personal styling service and WhatsApp channel for customer enquiries, part of its investment to improve customer experience across physical and digital channels.

The fashion and lifestyle brand will initially trial the free styling service, called Face to Face, at six stores in Belfast, Chester, Derby, Horsham, Norwich and Wimborne.

During the one-on-one appointment, stylists will work with customers to meet their wardrobe goals, such as refreshing everyday staples or selecting outfits for special occasions.

FatFace said the service will help to build meaningful connections with its customers and enable shoppers to explore new items to wear.

Styling appointments can be booked online or arranged in participating stores. The trial will run until the summer and FatFace said it intends to roll out the service to additional stores throughout the year.

The retailer has also launched a WhatsApp channel to provide its customers with an accessible way to contact FatFace for support with orders, returns and general enquiries.

FatFace said that the channel has seen strong engagement since its launch, with nearly one in five customer service contacts now coming through WhatsApp.

The customer service team aims to respond to all WhatsApp messages within the hour, a target which FatFace said has been achieved 98 per cent of the time over the course of the current spring-summer season so far.

“We’re thrilled to launch Face to Face, an exciting first for FatFace with the ambition to ensure every customer feels confident, inspired and excited about the pieces they wear day in, day out,” said Keely Stocker, marketing and ecommerce director at FatFace. “Whether through personalised styling in store or fast, convenient support through channels like WhatsApp, our focus is always on creating the best possible experience for our customers.”

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