Reiss launches new website, with "customer experience overhaul"

By

Sandra Halliday

Published
Feb 16, 2022

Fashion retailer Reiss is launching a new website on Thursday that will take in the brand’s complete women's, men's, and kids’ collections as well as brand updates and campaigns.

The company said that the look and feel of the site will remain true to the label’s "distinctive aesthetic", but it launches with services upgraded and tailored to its customers’ lifestyles.

The company is part-owned by UK retail giant Next (which has held a 25% stake since March last year) and will clearly benefit from the massive know-how that Next has as far as selling online is concerned. The new website will launch as part of the Next Total Platform.

So what will consumers actually see when they arrive at the webstore later this week? For a start, if they want next-day deliveries, the cut-off time will now be 11 pm rather than 7 pm. This is an important development given that it takes into account the whole of the evening rather than expecting consumers to make their shopping choices not that long after the working day ends.

They should also see improved stock availability courtesy of new store-fulfilment technology and when they actually place an order they will find that next-day delivery comes a standard with a fee reduction to £5. They will also be able to access next-day delivery in-store from a massive 600 collection points rather than the previous 50.

They'll be able to get immediate refunds in-store for online orders, a feature that often figures on shopper wish lists.

And being able to contact customer services will be easier as this feature has been extended from 5:30 pm up to 11 pm.

The company is also introducing new "minimal and sustainable" packaging and said that an app for Apple devices is coming soon.

And the improvements won't only be seen in the company’s domestic UK market with Reiss saying that international customers will find a more localised experience, including local content tailored to the region, local payment methods in selected territories and local languages. Again, this is an important development that should make the experience for customers outside of the UK feel more seamless and boost their engagement with the site.

Reiss currently has dedicated international websites in the US, Australia, France, Germany, Ireland and Hong Kong and will add a local site in the Netherlands as well. And it will implement an upgraded wider international site that will operate in 60 markets.