British luxury fashion brand, Hobbs, has partnered with OneStock, to improve its omnichannel customer experience (CX) with improved click-and-collect services and in-store and virtual appointments.

Under the terms of the partnership, Hobbs is extending the omnichannel services as part of efforts to respond to new demands and evolving expectations of post-lockdown shoppers.

Research of over 2,000 UK shoppers in OneStock’s latest report into post-lockdown shopping found that shoppers increasingly want quicker order collections available in stores, with half (50 per cent) now wanting retailers to offer fast-track click-and-collect services.

Hobbs said the partnership with OneStock enables a unified view of stock to improve its click-and-collect services, so that customers can pick-up their online orders in-store faster.

In addition, store associates can now use the solution to build click-and-collect orders, based on real-time inventory visibility of the most immediately available stock across its sales channels including the store itself, in a nearby store or concession or in its online warehouse or distribution centre(DC).

A recent survey by Qudini of 2,000 UK shoppers showed that 69 per cent wanted to be able to book appointments in-store, rising to 93 per cent amongst higher income households and luxury shoppers.

Launched across all of its 59 UK stores, Hobbs’ appointment service allows customers to book a personal shopping experience online and fill out a digital questionnaire to personalise their visit or virtual Zoom appointment, detailing their clothing size, budget, style preferences and what they’re shopping for.

This allows the store associates to prepare style suggestions matched to the customers’ preferences and shopping mission based on available stock in that store, using the retailer’s online catalogue for suitable styles not available in-store.

Orders are then placed by the personal shopper and fulfilled to the customer’s home address. Following uptake of virtual appointments during the Covid-19 pandemic, 35 per cent of all Hobbs appointments are now digital.

The company said that since non-essential retail reopened on 12 April 2021, in-store and online appointment services have become a valuable new sales channel, generating over £187k of additional turnover.

Caraline Money, group retail Director at Hobbs parent company, TFG Brands London, commented: “At Hobbs we strive to give all our customers a unique and exclusive shopping experience. Working with OneStock has allowed us to ensure that we offer the best possible services for our customers by offering them personalised appointments, whether it's online or in-store, and Click & Collect delivery options.”

Share Story: