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Burberry rolls out personalized chat service for select clients

September 02nd, 2019

Burberry teamed up with Apple Pay to launch R Message, which will take the form of an in-application chat service.

It will allow select, high-spending clients to shop online with a seamless payment system, as well as communicate with employees to enquire about products or book private appointments in-store, WWD reports.

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“We can offer that luxury concierge experience with this tool,” Mark Morris, vice president of digital commerce at Burberry, told WWD. “It has all the basic functionality of WhatsApp, but you’re layering on extra elements that are specific to a luxury relationship. You’re also doing it in an environment where you own the relationship and it’s also secure in a way that it isn’t within a generalist chat platform.”

According to Vogue Business, Burberry, will pilot R Message at its flagship store in Manchester, United Kingdom, before extending it to 431 locations around the world.

The move is the latest in a series of shake-ups at Burberry, which has hit the headlines recently for its environmental initiatives, such as a pledge to ensure that all of its plastic packaging will be reusable, recyclable or compostable by the year 2025. RGA/JB


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