‘HIVE’ or otherwise known as HP Interactive Virtual Experience was the first of its kind – a staffed and fully connected dark store concept with furniture and display models set up to replicate an in-store environment.
With HP Experts on hand to deliver best in class customer experience and product information, we enabled consumers to have a fully human interaction and make informed purchase decisions from the comfort of their own home – a service that became vitally important during the Covid-19 pandemic and subsequent lockdowns.
Complementing, not interrupting, the online customer journey is vital to aid conversion rates and create a positive experience.
We designed the online interface to achieve just that. Customers browsing online would be served a targeted and personalised option to simply click and initiate a one-way video call with our experts.
On average, customers basket spend was 47% higher when connecting to the HIVE service. The insight delivered through customer feedback was invaluable. 52% of all customers left a review and scored the service an incredible 4.7/5 stars – both these numbers were significantly higher than online only purchases completed without HIVE.
Blue Square this past year have been great in finding new ways of working and finding added value. They align to our strategy and at times contribute to building it out, a true collaborative partnership.