Aurum Holdings has teamed up with live customer engagement company, Vee24, to use video chat to provide an online concierge service for customers.
This personal service, available from 8am to 10pm, 7 days a week, covers the full product range at Watches of Switzerland, and selected high value items at Goldsmiths, including engagement rings and luxury watches.
It will also launch soon on the Mappin and Webb website.
Customers looking to purchase a luxury watch or engagement ring can now chat directly with an agent using live video, from the comfort of their homes.
Agents undergo extensive training, including specific brand training such as the “Cartier Experience,” to ensure that they can help customers with all aspects of their product research and purchase, including pricing, detailed specification, strap options, stock availability, proximity of showrooms and scheduling appointments at locations where they can try the item.
Mark Buckingham, head of ecommerce at Aurum Holdings, said: “Significant numbers of customers are now browsing, researching and shopping for expensive jewellery and luxury watches online and retailers selling luxury goods can no longer rely on foot traffic to the store alone. We’re delighted that luxury watch brands can see that our online video chat service offers an exceptional concierge experience for the customer.
“We can now meet customers online to discuss their requirements ‘face to face’ and co-browse product information and pricing on our website. It’s a huge shift in the way luxury brands view the online channel and early indicators are that our customers are very much valuing this service.”