Decathlon has expanded its video service to include 10 additional product categories, following a period of conclusive testing in its e-bike category.
Decathlon has partnered with video commerce platform Bambuser to expand Visio Store, a video-based sales service that allows customers to schedule appointments with sales associates via video conference to receive guidance in choosing their sports equipment.
In 2024, Decathlon trialed the Visio Store initiative across its e-bike range and hosted 1,100 video meetings. The success of the approach was confirmed by a 45 percent conversion rate and a 15 percent increase in new customer acquisition.
After a period of conclusive testing in its e-bike category, Decathlon has expanded its video service to 10 additional product categories, including fitness, mountaineering, and golf, exclusively for the French market.
Customers can book appointments at decathlon.fr, directly from the product page or the dedicated service page. After email confirmation, the customer is connected with a human sales advisor, trained directly by the sports design teams to present and compare products and guide customers to those that best meet their needs.
Thanks to a showroom equipped with specialized cameras, advisors can zoom in on the technical and aesthetic features of products, providing detailed demonstrations. In the mountain world, the integration of an augmented reality (AR) headset allows users to visualize the footprint of products, such as camping tents, for a better understanding of their dimensions and functionality.
Utilising Bambuser’s real-time video clienteling software, the Visio Store bridges the gap between online convenience and in-store expertise, and elevates how Decathlon markets complex, high-value items across a wide range of product categories. Bambuser also provides Decathlon with real-time insights into the performance of the Visio Store – from conversion rates to video call duration – helping Decathlon boost operational efficiency and track customer engagement. Today, Bambuser supports 250 brands from 40+ countries, leveraging the company’s tech solutions.
