M&S overhauls website in multichannel push

Marks & Spencer has modernised its e-commerce site M&S Direct to improve the customer shopping experience and support future multichannel growth.

Marks and Spencer

The new-look site will launch tomorrow (13 October) and will include additional features that the retailer hopes will attract new customers.

M&S has added a pop-up shopping basket, product reviews, a more powerful search, stock availability information as well as better product viewing tools, catwalk videos, fabric swatches and related product suggestions, so that online customers can access more information without being diverted away from the shopping page.

Director of M&S Direct Dave Hughes says: “The changes will dramatically improve the customer journey from browsing to basket. We’re certain this will give our customers more confidence when buying with us and attract new shoppers to the site.”

The retailer also plans to extend its multichannel shopping experience Shop Your Way, which enables customers to order in-store, online or by phone for home delivery or free store collection, from 46 locations to 163 in November.

Last week M&S announced it was extending its international delivery options to include 73 additional countries after reporting a 30% rise in online sales.

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