The shopping experience doesn’t start or end at the doors of your store anymore. Your customers are online 24/7. They expect a consistent experience in any contact with your physical store, web shop, after-sales service and more. On top of that, for many shops, being reachable on the phone is already a challenge, as shop employees are attending in-store customers.
Conversational messaging can help you solve both challenges at the same time
Use a single environment for customer conversations on SMS, WhatsApp and RCS or social networks all with or without a virtual assistant.
How can you keep them close?
A personalized service increases basket size. Set up a customer interaction center to expand the shopping experience beyond your store. Offer your customers various communication channels to inform and advise them: text, chat, callback, …
80% of customers are more likely to purchase from a company that offers personalized experiences
1. Your telephone ringing all the time?
Some of your customers might try to reach your store by phone while at the same time your employees are busy giving your in-store customer the attention they deserve.
Nothing sucks more for a customer then to wait at the desk while an employee is calling or vice versa customers don’t want to wait to long on your IVR before hanging up frustrated.
89% of customers who abandoned a company due to poor IVR service spent their money with a competitor
IVR deflection to Chat: the way forward
Everyone is familiar with this scenario:
A customer phones a company and is told by IVR, “All our agents are currently busy. Please hold.” After holding a few minutes, the customer is told, “The current wait time is 10 minutes.”
Now, imagine a different scenario:
“The current wait time is 10 minutes.” And then the IVR system adds, “Would you like us to attend you on your preferred chat channel?”
The customer, who just wants to have their issue resolved, will most likely reply with an enthusiastic YES.
Long wait times and the frustration of a one-way voice conversation are an extremely negative experience for customers that can result in losing their business. This negative experience can transform into a key, positive customer experience like an IVR deflection to SMS, WhatsApp or RCS by deflecting them to a channel they prefer in less than a minute’s time.
2. Don’t let your customer wait!
Virtual Assistant to improve productivity, enhance customer experience and broaden overall service level.
- After registration at a kiosk send a personalized welcoming message to your customer
- Follow up on the status of chats efficiently and be there when the customer needs you.
- Personalize your virtual assistant to handle specific situations and questions about your products.
3. Your Tailored Customer Service Center
Be available 24/7 and connect at the right moment.
- Customers interactions via conversational messaging are easier to manage at a lower cost
- A click & chat button on your website makes you easily reachable from anywhere worldwide
- Marketing numbers, text, chat, WhatsApp and more: inform and provide expert advice.
4. Customer Relationship and engagement
39% of people who complain about a company on social networks are expecting a response within 60 minutes. Still, the average response time is 5 hours
Reach out to your customers through their preferred channel:
- Control consumers’ online conversations about your store or brand online.
- Receive all messages sent by your customers through SMS, RCS or WhatsApp in a single interface.
- Free up your staff: use an in-store virtual assistant to improve productivity, enhance customer experience and broaden overall service level