DFS –Sofa Retailer Offers Real-time Live Video Assistance to Online Shoppers Case Study: DFS The Challenge DFS has been selling high-quality sofas in the UK for 45 years and has seen many changes in the retail environment over this time. Consumers no longer consider shopping for big-ticket items to be an exclusively bricks-and-mortar experience. And with shoppers continuing to move online, multi-channel retail- ers are challenged to create an online experience to match the personal service offered in store. DFS’ commitment to being an innovative, world-class retailer had helped the company expand from a strictly bricks-and- mortar business into a multichannel market-leading sofa retail- er. But time never stands still in retail and in 2011, the company decided to take a fresh look

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