Best Practice Report

Text-Based Chat Best Practices: Men’s Wearhouse’s Customer Service Features

February 4th, 2021
With contributors:
Fiona Swerdlow , Hailey Colin

Summary

Retailers and brands must deliver experiences that are efficient, effective, and effortless for the customer. This piece is part of a series showcasing best-in-class examples of conversational interfaces; it focuses on Men’s Wearhouse’s customer service features. According to the Forrester Analytics Consumer Technographics® US Retail Recontact Survey, 2020, 42% of US online adults said it was important for retailers to offer live online chat on their website, up from 27% in 2019. Once the customer specifies their preferred location, Men’s Wearhouse enables a seamless appointment booking experience entirely through chat. To learn more about the evolving presence of chat in retail, register and listen to our webinar on The State Of Chat In Retail: The Current And Future States. If you have questions, schedule an inquiry with us for more information.

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