Leading footwear retailer Schuh prides itself on offering highly personalized customer service and sees this as a key differentiator across all areas of the business from stores to its website. With a young customer demographic, the company has understood for many years the importance of staying relevant to its customer base. With 133 stores and 4500 employees selling over 80 footwear brands across the UK and Ireland, Schuh works hard to deliver exceptional customer service across all areas of the business.

Back in 2011, Schuh set out to extend its personalized in-store experience to customers shopping online. The plan was to allow customers to engage with agents online on the Schuh website and to offer the same highly personalized service that customers would enjoy in a physical store.