Suitsupply merges online and offline to offer a collaborative, high-touch experience to all their customers

Challenge:

With over 140 retail locations around the world, including North America, Central America, Europe, and Asia, Suitsupply works hard to create an in-store environment where their customers feel like they only have eyes for them. As a creator of custom-tailored, bespoke suits and other clothing, collaborating with customers face-to-face is crucial to the shopping experience. When in-person shopping stopped in April of 2020, Suitsupply needed to recreate the in-store experience online, as well as offer a way for customers to collaborate remotely with a Suitsupply team member to customize their purchase.

Solution:

Using Surfly’s Co-browsing technology, Suitsupply was able to recreate the high touch, in-store shopping experience online. Suitsupply enabled customers to meet with team members on the Suitsupply website, and use co-browsing and video chat to recreate the in-store and in-person experience. Both the customer and team member were able to co-browse the entire website remotely while interacting via video chat and work together to select the clothes the customer wanted as well as add the custom, bespoke elements that are unique to Suitsupply.

Results:

By implementing Surfly, Suitsupply was able to solve the immediate problem of being able to offer personalised, in-person services online when their physical locations were closed. This innovation allowed Suitsupply to carry on with business as usual and still provide a high-touch experience remotely. Suitsupply also discovered that shoppers wanted to continue to use this service even after stores re-opened, as it allowed shoppers to remotely choose the items they wanted, and have them ready for pick-up when they visited a physical store. This puts Suitsupply at the forefront of creating an online merge offline (OMO) customer experience.

Story:

Suitsupply’s motto is “Don’t just fit in, find your own perfect fit”. For a creator of custom-tailored, bespoke suits, the in-person shopping experience is a crucial part of the customer experience. Thus, when in-person shopping stopped in April 2020, they knew it was time to improvise. They decided to contact Surfly, and by using Surfly’s industry-leading co-browsing and video chat technology, Suitsupply was able to solve the immediate problem of being able to offer personalised, in-person services online when their physical locations were closed. The shoppers could remotely provide their specifications to the Suitsupply team members and co-browse the website together to choose the items they wanted. By the time they reached the store, their items were ready for pick up! With Surfly, Suitsupply was easily able to generate remote sales by creating an online merge offline (OMO) customer experience.