Case studies

how live video shopping powered 30x growth in conversion rates for snug

Confer With’s live video shopping platform enables retailers to deliver live video shopping experiences through their eCommerce store. By integrating with the eCommerce engine, it creates an entirely new and immersive experience where salespeople are empowered to suggest products in a buy flow.  

Snug have embraced this new way of shopping and has proved that the home retail sector can be at the forefront of retail technology.  

We sat down with Snug’s Virtual Retail Advisor, Matt Hazelden, and Live Commerce Consultants, Carly and Archie.

Snug

The sofa in a box company, Snug, outlined three main goals they wanted to achieve from using Confer With: increase online conversions, extend trading hours, and be at the forefront of retail technology.

Retail has changed and brands who embrace new technology will be the ones who gain the most market share. Technology in the home retail sector has not been adopted as rapidly as the fashion, cosmetics or automotive sectors. Snug’s goal was to change that – and give home retail a very well deserved upgrade, with the help of live video shopping.

“This technology and user experience is going to explode in the UK Market”

Matt Hazelden

Virtual Retail Advisor – Snug

We asked Matt: “What challenges were you facing prior to using Confer With? Here’s what he had to say.

 

Matt: We were going into the pandemic, and we had a big issue with closed showrooms. Salespeople were sitting at home and unable to work. Confer With was a great solution for that because it enabled the sales team to work remotely. They could continue to sell the products to customers from home, which they did very effectively.  

 

Now showrooms are open, it’s allowed us to sell outside of showroom hours. In the evenings, first thing in the morning, early evening; it has extended the trading hours.

 

Also, aside from digital marketing we didn’t have a way to directly communicate with the customer. Before Confer With, there was no way to engage with these customers. It has allowed us to engage with the consumer and move the conversation from a light touch enquiry to a sale, increasing online conversions.

 

 

30x improvement in conversion rates

“We can take items to the till and nobody else is offering that”

Matt Hazelden

Virtual Retail Advisor – Snug

To understand our competitive advantage, we asked Matt: How did we stand out against our competitors? 

Matt: Confer With offers unique functionality against its competitors in terms of the engagement you have with the customer. We’re talking about the ability to share more assets while you are on a call and being able to assist. We wanted it to be as showroom like as possible, from a remote location and compared to the competition, Confer With wins on that.  

 

Snug’s Live Commerce Consultants, Carly and Archie, have been superstars. Both came from physical retail backgrounds and were able to inject their warming personalities into live video shopping calls.

How did you find Confer With’s training? 

Carly: It was really fun and it wasn’t boring! We did loads of test calls and role play calls with Confer With’s Customer Success Manager, Sandra. My fear is role-playing but I didn’t feel embarrassed – it was so relaxed.  

Archie: It was so in-depth and there wasn’t a time where I felt like I was missing something. It was really helpful and I felt really confident jumping into it.  

40%  increase in average order value

What features do you like most about Confer With and why? 

Carly:  Being able to see the customer on the screen and the ability to show them products at the same time as talking to them. It replicates the experience closest to that being inside a store. The fact that customers can choose the pictures they want to look at and then being able to change the pictures themselves. We can also take the lead and talk them through the different images and the variety of sofa ranges too.  

Archie: I would say sharing images. Customers will ask to see the certain images and I can show them a variety from different angles. I also use the search function as I can pull up any product quickly to show the customer. The add ons feature is also great, it helps when the customer asks for an extra scatter cushion or footstool: I can go into the add ons feature and select the appropriate item.

Do you like this new way of working? 

Carly: I love it! I love the customers and I love the team. I’m working from home and I’ve got no commute into work!  

Archie: It was something I was bound to enjoy, as a person I like new experiences.  

  

  

“It has allowed us to engage with a browser on the website and move the conversation along from a light touch enquiry to a sale. “

Matt Hazelden

Virtual Retail Advisor – Snug

Confer With continues to work alongside Snug to help increase their online conversion rates, average order value and customer engagement. They have built a strong community of passionate customers who value their straightforward approach to delivering sustainable sofas with excellent customer service. Confer With’s technology has helped them bring showroom like experiences to the comfort of customers’ homes.   

More sectors

furniture and homeware

Live video shopping is available for furniture and homeware brands to support customers remotely.

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Hughes case study

Read how Confer With doubled the conversion rates of Hughes’ previous one way video provider.

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Schedule a demo

Book a time in our calendar to see how live video shopping can help serve your customers.

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