Helping product experts wow internet consumers

In 2020, U.S. consumers spent $861.12 billion online, a 44% increase from the previous year. In an effort to attract consumers, retailers are currently employing every trick in the book.

An immersive, full-service digital experience that is as gratifying as in-person purchasing is becoming increasingly necessary. In the same way as a physical store, the success of this experience is contingent upon the expertise of your sales agents and product experts.

Is the agent experience a factor in your digital strategy? Are all of the latest tools and training provided to your staff to ensure that they are able to perform at the highest level? When your agents are provided with the necessary information, tools, and support, they will be motivated and confident in their ability to deliver exceptional service that exceeds the expectations of your customers. Your agents’ exceptional service results in satisfied, loyal customers and increased sales.

Chatbots alleviate the burden of agents and furnish critical consumer data.
AI-powered chatbots are an indispensable element of a retail digital strategy. Intelligent chatbots simplify customer inquiries by responding to frequently asked questions, directing customers to pertinent webpages, or seamlessly connecting them to live agents when a human contact is required.

The information that chatbots collect during their interactions with consumers can be transmitted to an agent when the customer is transferred to live assistance. Armed with this information, the attendant is prepared to provide assistance without the consumer having to reiterate their inquiry. Chatbots can also arrange appointments for clients with live agents, ensuring that the service is provided at the most convenient time for the consumer. Chatbots assist agents in focusing on the more complex, engaging engagements and set them up for success by managing traffic, assisting with fundamental duties, and providing them with information.

Agents can establish a personal connection through face-to-face video communication.
Looking someone in the eye, actively listening to their perspective, and responding with empathy and knowledge are the most effective methods for establishing a personal connection. In order to enhance the virtual purchasing experience, online retailers are instructing their agents to utilize live video.

In a virtual boutique environment, retailers such as Clarins UK are facilitating the development of a personal connection between their product specialists and visitors through video conversation. Clarins’ meticulously trained product specialists observe the customer, attend to their beauty concerns, and assist them in selecting beauty products that cater to their unique requirements. Product experts can also access CRM information to ensure that they are well-informed about the consumer and their previous purchasing history when providing counsel. The personalized boutique experience is brought to the virtual world through high-definition, live video, which encourages customers to return regularly to purchase and fosters trust and loyalty.

High-definition video assists agents in promoting and selling products.
Additionally, Clarins product specialists have access to high-definition video footage captured by multiple cameras to showcase and demonstrate products to customers during their visits to the virtual boutique. HD video allows the product expert to showcase the quality or texture of a product that the consumer is interested in or to demonstrate application techniques for a variety of products.

The product expert is able to provide the consumer with information and reassurance, particularly for large purchases that have traditionally been made in person, thanks to high-definition video technology. DFS, a furniture retailer in the United Kingdom, provides on-site sales associates with mobile video technology to enable them to provide comprehensive, personalized tours of the showroom floor to remote consumers. The sales staff is capable of offering a detailed examination of the shape and texture of a sofa, suggesting complementary products, and responding to inquiries regarding product specifications and availability. This personalized attention creates an environment in which customers feel as though they are physically experiencing the products, which in turn instills the confidence necessary for them to proceed with a purchase.

Provide agents with the capacity to virtually guide the consumer.
Agents can also enhance the customer experience by directing customers to pertinent information regarding a product of interest or complementary offerings.

Product specialists can give personalized recommendations and demonstrate the use of various products to a shopper through the use of real-time collaboration tools such as co-browsing, co-form filling, and secure file transmission. They can also virtually assist the customer in filling their purchasing container, guide them directly to the virtual “register,” and hold their hand, thereby increasing the probability of the transaction being completed.

Customer satisfaction is contingent upon the satisfaction of the agent
The average order value (AOV) and conversion rates are increased by as much as 35% in comparison to unassisted transactions by live engagement technologies, including video chat, live text conversation, and real-time collaboration.

This is advantageous for both you and your sales agents. The success of your business with virtual consumers is contingent upon the quality of your team. Their confidence and performance can be significantly influenced by the provision of appropriate technology and training. Your company will experience sales success as a result of a contented, content customer base that is influenced by a confident and content agent.