Menswear retailer offers digital shoppers advice from in-store associates—in real time

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Menswear retailer offers digital shoppers advice from in-store associates—in real time

04/18/2018
Tailored Brands is merging its digital and physical shopping channels in a new way.

The parent company of Men's Wearhouse and Jos. A. Bank is partnering with startup Hero to connect online shoppers live with expert sales associates who are in physical stores. The experiences, called Men's Wearhouse Live! and Jos. A. Bank Live!, are set to launch this spring.

The technology will enable both brands’ online customers to access live guidance from in-store wardrobe consultants that feature shoppable content, such as imagery, chat, and live video. They will also receive answers to their questions, advice on what to buy, and solutions that meet their unique needs.

This initial online discovery will also empower in-store wardrobe consultants at both Men’s Wearhouse and Jos. A. Bank to offer white-glove service. The brands expect the service to increase online sales and in-store traffic, and drive incremental revenue, according to Tailored Brands.

“Through real-time messaging and content shot live from the shop floor, associates will serve their online customers in a way that will allow them to personalize the shopping experience, just like they do in-store,” Ben Baum, executive VP of customer experience and chief digital officer, Tailored Brands.

The program is the result of a successful pilot program launched in select key markets across the United States. The program provided double digit lift in average order value, and a dramatic conversion rate increases.

By September of 2018, over 3,000 Men's Wearhouse and Jos. A. Bank wardrobe consultants will be connected to the service.

"We have always been committed to delivering world class customer service with expertly guided, easy and personalized shopping experiences," says Doug Ewert, Tailored Brands’ CEO. "This is especially important in tailored clothing where fit, touch, quality and versatility are top consumer concerns, and are especially difficult to convey online.”