Greeting Your Client At The Door (Online)
In the ‘real’ world you would greet your customer as soon as they walk in the door. You would ask them how they are and through impeccable customer service hopefully guide them to a purchase. In the virtual world; however, customers are mostly left to their own devices. This reality of e-commerce presents a missed opportunity. Simply because the web gives people the ability to shop from the comfort of their own home, it doesn’t mean businesses should cease to provide customer service. With the right tools, any company can greet the customer at the virtual door and serve them at every step of the way.
How To Provide Customer Service Online
Clicking around websites in hopes of finding what they need, most online customers are not greeted at the door. Worse still, most customers are left altogether alone. According to a survey conducted by Zendesk, less than 30% of businesses surveyed offer self-service tools such as FAQs and chatbots. While unsurprisingly, about 86% of customers surveyed by Microsoft in a separate survey expect them. To make matters worse, those self-service tools can at times be poorly perceived and ineffective. Take chatbots. According to Microsoft, 36% of those surveyed reported that chatbots were completely ineffective while another 35% reported bots simply transferred them to a live agent. And, although live chats are preferred by about 48% of those surveyed, implementing and maintaining such a system can be resource intensive and highly technical. This is where a smart assistant can serve as a simple yet well-rounded alternative. By combining the benefits of other knowledge base options, a smart assistant can easily accompany the customer in their online journey. It can provide pre or post sales support ranging from product recommendations to repair suggestions, and answer queries with the speed required to meet the immediacy with which 90% of those surveyed by Zendesk expect to answer their questions. Check out two of our previous articles to learn more about the power of a Smart Assistant: How To: Create Your Own Diagnostic Service and Staying Competitive With A Smart Diagnostic Service.
Adding The Human Touch To Online Sales
Beyond virtual customer service, the ways in which the client is able to explore the product while online is also quite limited. Product descriptions certainly give a better understanding of what’s being sold. Images, as well, inform the client’s decisions. Some e-commerce sites go a step further and either provide 360° images or videos. However; all of these options are void of human interaction, and as such, quite limited in how customer service can be delivered. Video conferencing technologies fill in this gap. By creating a direct line of communication with the consumer, sales via videoconferencing opens up a new medium to provide customer service. In our article Video Shopping: A Luxurious Experience we explore the potential of this technology in more detail. Picture a client that has already done some research on their favorite ring. They know what model they like and the combination of stones and metals they can request, but before making the final decision, want to see what the piece looks ‘real-time’ and ask more in-depth questions to an expert. With a video showroom they could do just that.
Accompanying The Client On Their Online Journey
So what then is the best solution? Is there a tool out there that can do it all? An end-all-be-all online customer service application? Perhaps one day. Fanfare around the Metaverse certainly seems to point in that direction but that is a topic for another article. For now, by pairing a smart assistant with a high resolution video sales service a business can accompany the customer through their journey from start to finish. The smart assistant can welcome the guest as they explore the brand and products online, guide them towards booking a video sales appointment, and after the sale, provide continued support. By accompanying the consumer along every step of their journey, these two technologies can help any business greet the customer at the door even from the comfort of their own home.
If you are interested in finding out how combining a smart assistant platform with a video sales platform can be the right tactic for your business, be sure to contact us here!