B&Q Launches New Virtual Design Service

Following a trial at 35 of their branches, B&Q have today announced it is rolling out a new virtual design service to 174 stores, whereby customers are given the option to choose to either design their new space in store or virtually, from the comfort of their home.  

How does the new virtual service work? 

Customers have the option to choose to either to design their new space in store or virtually, from the comfort of their home. If they choose a virtual appointment then the colleague designing the space for the customer is in store, while the customer is at home, and the two are connected either via a video call or phone so that the colleague can take the brief from the customer.

The virtual appointment then takes place online with one of the B&Q showroom colleagues using screen sharing or simply phone and email depending on needs.

The appointment includes advice the customer would normally receive in-store, including:

• A 3D design that can be edited at home using B&Q Spaces, our easy to use online tool.
• A transparent quote that is tailored to the customer, complete with a full price breakdown
• An opportunity to discuss and apply for their finance products.

There's more information here - https://www.diy.com/customer-support/planning-appointment#icamp=FW_kitchen_planningapp

B&Q have produced a customer social distancing safety video, specifically about the design appointment process, which you can watch here.

Source: Insight DIY Team & B&Q Press Release.

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