Sony: A more conscious future
Case Study: Omnichannel
HP
Redefining the online retail experience
HP
Redefining the online retail experience
- Client
- HP
- Campaign
- Live Experts
- Location
- Barcelona, Spain
- Project
- Online retail experience
As consumers continue to shift between online and offline channels, the retail experience must adapt to meet new expectations.
In response to this omnichannel evolution, ISI Global has partnered with HP to develop the HP Live Experts store—an innovative digital retail solution that bridges the gap between in-store assistance and online convenience, putting personalised interaction at the heart of the customer journey.
The background
With omnichannel retail becoming a defining trend, businesses are looking to create cohesive customer experiences that integrate the physical and digital realms.
ISI Global, as a forward-thinking retail design agency, specializes in creating spaces that unify these worlds, leveraging advanced technology to engage and connect consumers across channels. The HP Live Experts store, a fully online but interactive retail space, exemplifies this approach, merging product information with live, human expertise to offer customers a unique way to shop from home.
For HP, this project represents a bold move to bring the expertise and service quality found in a physical store directly to consumers’ screens. By providing real-time product support and guidance online, HP has tapped into the demand for convenient, informed shopping experiences without losing the human touch.
Implementation
The HP Live Experts store was designed with the principle that successful online retail should feel as engaging and personal as an in-store visit.
In this digital space, customers can connect directly with HP experts via a live video chat. To enhance customer interaction, the Live Experts store includes an ‘unboxing’ area, where brand representatives can showcase products, walk customers through features, and even introduce the latest promotions. This interactive space enables HP to offer a tactile experience in a digital format, which has proven effective for product launches and special offers. Additionally, multi-language support broaden accessibility, making the store a truly global solution.
Testing during development ensured the setup was user-friendly and visually appealing across the space. For customers, this means seamless navigation and high-resolution video, making it easier to explore HP’s product range with expert guidance.
The Results:
23% sales conversion
The HP Live Experts store has shown remarkable results, with ongoing sales conversions reaching 23% among users who engage through the platform. As a direct result of this success smaller variants are being proposed as pop-ups for work-from-home sales teams to further support local markets.
Conclusion
The HP Live Experts store is more than a virtual shopping platform; it represents a new benchmark for online retail spaces.
By creating a fully interactive digital environment that connects people to products through real-time expertise, ISI Global has helped HP set a new standard for online retail engagement. As the industry continues to evolve, spaces like these showcase the potential of merging digital convenience with human connection to meet the demands of today’s omnichannel consumers.