John Lewis trials customer video call service on Instagram

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John Lewis is trialling a service on Instagram which allows customers seeking advice to book in for a video call.

Customers can choose from one of three appointment types: ‘Seasonal Staples’ for recommendations; ‘Upcycle’ for advice on how to upcycle items; and ‘Fashion SOS’ for when customers need an outfit in a hurry and don’t have time to browse online for hours.

After the 15-minute or 30-minute call, customers will be sent web links to the items they liked and can choose for the items to either be delivered or picked up from a John Lewis or Waitrose shop.

The free service is currently being tested with select customers and, if successful, will go live to all customers later this year.

Once fully launched, the individual stylists will invite customers who follow them on Instagram to book appointments. 

John Lewis Fashion Director Christine Kasoulis said: “We are all so familiar with using Instagram for fashion inspiration, and given many of our fashion stylists already talk directly to customers who follow them on Instagram, this feels like a natural extension of our personal styling service.

“We want to offer this to help customers who would like advice quickly, don’t need a full one hour appointment in a shop and those customers who aren’t near a shop, or find it hard to get to one. If this is popular with  women we will expand the service to our male customers.”