The Barbara Frères Boutique in Düsseldorf specializes in designer children’s fashion. To position itself in the omnichannel world, the fashion boutique doesn’t just offer an online store, a chat function and curated outfit packages available for online ordering. The store has also developed a consulting service using live video chat and in doing so, turned the boutique into a tech startup.
To obtain this service, the customer requests an appointment via an online form. A retail assistant at the store presents the product selection, while the customer watches comfortably from the convenience of his/her home on their device. The consultation takes place in real time thanks to a camera that’s attached to the ”Live Shopping Assistant LiSA“ – the sales assistant wears a headset. The selected items can subsequently be picked up or delivered.
Managing Director Phillipe Frères explains how the store came up with the idea for the live stream consultation. “When we prepared to digitize several years ago, it was important for us to find a model that enables us to communicate what sets us apart in an online format: the quality of our consulting and customer service.“ After the store was unable to find a suitable live video consulting provider, it developed its own solution. “That’s how we ended up being a tech startup in addition to being a children’s fashion curator."