5 ways to bring in-store best practices to your website
Post Series: Retail
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- 2.L’Oreal launches teledermatology using Vee24 video technology
- 3.Isabella Oliver expand eStylist to reach more customers
- 4.DFS expand live video chat alongside new website launch
- 5.Schuh delivers over £1m in online sales through live video help
- 6.Boston Business Journal: Two e-commerce software startups to watch
- 7.The fabric of retail is changing’; Marketing Week Article
- 8.‘The fabric of retail is changing’; Marketing Week Article
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- 10.Website Magazine: ECommerce in 2024: 3 Future-Proof Retailers
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- 12.eConsultancy: 10 Ways to Increase Customer Engagement in Ecommerce
- 13.5 ways to bring in-store best practices to your website
- 14.Retail TouchPoints: Mattress Firm Creates Sweet Dreams With Digital Assisted Selling
- 15.PSFK: Jewelry Company Incorporates Video Conferencing Technology into Customer Service
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- 17.FierceRetail: On the Hot Seat: BaubleBar’s SWAT team
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- 47.Part II – 10 Ways Retailers Should Be Getting Ready for Holiday Shopping Season with Live Video Engagement
- 48.DigitalCommerce360 – Three ways online retailers can improve customer experience
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- 52.Retail Gazette Quotes Ceo of Vee24 in ‘The rise of automation: Should retailers be worried?’
- 53.Give Your Customers the Gift of Live Engagement This Christmas published in The Magazine for Customer Service Managers & Professionals
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- 56.Mattress Firm Creates Sweet Dreams with Digital Assisted Selling
- 57.DFS –Sofa Retailer Offers Real-time Live Video Assistance to Online Shoppers
- 58.Take a look behind the scenes at the DFS Contact Centre to see Live Video Chat in operation
- 59.L’Oreal SkinCeuticals Video
- 60.Live Help at Schuh
- 61.How Amazon Raised the Bar for Customer Experience and You Can Too
- 62.How Live Video Assistance Brings In-store Experience and Results to your Ecommerce Channel
- 63.Schuh Uses Live Video Help to Bring In-store Conversion Rates to its Ecommerce Channel
- 64.How to Keep Your Business Flourishing Past the Holiday Shopping Season with a Live Chat Platform
- 65.Flooringsupplies.co.uk steps up customer service with Vee24’s Live Engagement Platform
- 66.Mobile Shopping: The Biggest Ecommerce Trend Today
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- 76.5 Steps to Replicate In-Store Customer Engagement Online
- 77.The Time is Now, Why Wait?
The launch of the Amazon Mayday button and Google Helpouts has shined a spotlight on the role of live video assistance in strengthening online retail performance. Understanding how live engagement tools emulate and even improve upon in-store selling best practices is essential. Here are 5 ways live video assistance strengthens online retail performance by bringing these in-store best practices to your website:
Greet the customer – Greeting customers as they enter the store and guiding them to the right products is key to reducing customer frustration and abandonment. Live video engagement and co-browsing tools make this easy to do online, and by using a smart rules engine you can identify particular customers in particular journeys to invite into a live video session.
Learn about your customers – In-store, you can participate in shopping along with the customer. The face-to-face interaction through live video allows for new levels of rapport and trust to be established in the ecommerce experience. Existing CRM, tracking and behavioral tools can be a great complement to this process.
Verify they have the right product(s) – Does the customer know everything they should about fit, product care, strengths and weaknesses, and possible alternatives? Live video and co-browsing assistance offers the guided selling tools necessary to help online shoppers make a purchase decision while limiting returns.
Do they need anything else? – There is no better time than when the customer is ready to purchase to see if there are any additional, complementary products they may need. Live agent support allows merchants to do this in a friendly and truly personalized way. As a result, AOV averages 25-30 percent higher with assisted sessions.
Walk the customer to the register – Helping customers quickly and efficiently complete an order maximizes customer satisfaction and reduces abandonment. Live video assistance helps the merchant accompany customers as they fill out forms and complete the checkout and payment process.
These tips, along with effective implementation and reporting on live video sessions will help you not only in closing the sales conversion gap between online and in-store, but also in increasing customer satisfaction and loyalty.
