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04/19/2021

Direct-to-consumer brand Frame brings the store online

Dan Berthiaume
Senior Editor, Technology
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A vertical fashion retailer is connecting online customers to live store personnel.

Frame, a Los Angeles-based fashion brand selling denim, cotton, leather, and cashmere products via an e-commerce site and 15 brick-and-mortar stores, is rolling out a new virtual shopping service. Leveraging the Hero virtual shopping platform, Frame connects customers on its e-commerce site live with stylists
through chat and video consultations.

As a result, in-store stylists can follow what customers are shopping for in real-time, answer product questions, and share personalized product recommendations just like they would in-store - over chat and video. Frame says it is already growing average order values by 61%.

In addition, store associates use Hero for clienteling; to stay in touch with
customers and share product updates by text, recommend complementary items,
and/or send notifications when a product is back in stock.  

"At Frame we pride ourselves on providing a best-in-class customer experience and are always looking for ways to enhance it by blending our online and offline channels in an engaging way" said Jens Grede, co-founder of Frame. "We’ve always believed that brands need to create an e-commerce platform that helps consumers shop on their terms. Through our partnership with Hero, we’re able to provide an authentic and easy virtual shopping experience for Frame shoppers from around the world."