Hughes offers a whole new retail experience

Hughes Electrical has embraced the latest technology to bring customers across the UK a whole new retail experience.

The retailer now offers ‘Shop Live’ via its website – enabling people to view products and experience demonstrations from the comfort of their own home.

Once on the website and looking at products, customers are asked if they would like a live video chat, if they agree they will be put through to, and be able to see, a skilled advisor.

The advisor, who cannot see the customer, can then talk about the product they are interested in, answer any questions and even go out onto the shop floor to show and demonstrate an item.

The ‘Shop Live’ service operates between 10am and 8pm Monday to Saturday and all advisors are based at Hughes’s largest store in Hall Road in Norwich, which has over 1,000 items on display.

“The corona virus has meant we needed to quickly adapt the way we do business by making life as easy and safe as possible for our customers,” said Hughes Chairman, Robert Hughes. “This is particularly important given many will be reluctant to travel in current circumstances.

“‘Shop Live’ enables customers throughout the UK to talk to advisors without needing to travel to one of our stores – and then knowing they can have any product delivered to their home.”

Hughes offers doorstep delivery on all items, or in certain circumstances staff will enter a customer’s home to remove old items and install the new ones while observing strict hygiene and distancing protocols.

Added Mr Hughes: “The service has only been running a few weeks but customer feedback has been overwhelmingly positive, many citing the reassurance of being able to talk to a knowledgeable advisor and weigh up options before making any decisions.

“Televisions, appliances, laptops and vacuum cleaners have been particularly popular.”