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Ted Baker launches virtual shopping experience with Hero

Tom Bottomley
30 November 2020

British men’s and women’s lifestyle brand Ted Baker has partnered with leading virtual shopping and messaging app Hero to bring a “unique in-store shopping experience direct to their customers online.”

Through Hero’s virtual shopping technology, “Ask Ted Baker” will allow customers to instantly connect with an in-store expert at their nearest participating store - via a chat service on Through chat, text and video calls the Ted Baker team can provide expert guidance, recommendations, product imagery and styling advice remotely, while also “strengthening customer relationships.”

The Hero functionality will initially launch with eight participating stores across the UK, and is already live in North America.

Jennifer Roebuck, Chief Customer Officer at Ted Baker, said: “As our ecommerce channel continues to grow during the coronavirus pandemic and beyond, elevating our online customer experience is a key business priority. By partnering with Hero, we’re enabling critical tools to stay connected with our customers and bring the physical shopping experience to them at home.”

Hero founder, Adam Levene, commented: “Consumers have wholeheartedly embraced virtual shopping this year as a way to get the same personalisation and service they expect in a physical store from the comfort of their own homes.

“We’re thrilled to be able to bring the unique and colourful experience of shopping in a Ted Baker store to a whole new audience of online shoppers, just in time for the holiday season.”

The partnership with Hero is the latest in a number of advancements the brand has made to enhance its overall customer experience, including the expansion of payment methods to include Klarna and Apple Pay, the introduction of an in-store styling service and a ship-from-store functionality in the UK that enables greater product availability.

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