The Challenge:
Big Picture’s specialist Imaging Team supported stores of retail partners across the UK, and at imaging, video, and print events throughout the year. In 2020, as the pandemic’s impact grew, it necessitated the closure of supported stores and any face-to-face interaction with customers; leaving the client with no means to engage with their customers directly, answer questions or provide post-sales support.
The Solution:
The Big Picture Digital Team developed a hybrid in-store and online customer engagement platform which included an online location tool to find the nearest demonstrator in-store, a live chat service, and a video demonstration tool. The platform was already in pre-production since mid-2019, and ready to launch in the live environment 3-weeks after lockdown.
Results:
- 21,000+ Chats
- 97% Positive Customer Feedback Rating (Dec 2022)
- £730,000.00+ from immediate purchase sales
Endorsement:
Client Customer & Channel Marketing Manager:
“…This agility resulted in multiple customer engagement touchpoints supporting consumer, pro, and business customers, contributing significantly to our recovery in April and drove strong sales across all product groups throughout the rest of 2020 and into 2021. The innovation continues as we move into a new hybrid way of engaging with our customers led very much again by Big Picture. It’s in these tough times that our team and our partners, such as Big Picture, needed to be at their best to meet the challenge. The Big Picture team did this and more.”