Connect the Online and Offline Experience to Provide Better Customer Service

Consumers nowadays expect personalized shopping experiences, both online and offline. Brands that provide personalized experiences to customers can see sharp increases in the efficiency of their marketing.

Personalize the In-Store Experience

When customer visit your store use the opportunity to build a relationship and brand affinity. Understanding the reason behind their visit is the first step towards personalizing their visit.

Customers will often come into the store because there’s a connection available in-store that is not available online. This could range from the guidance of the store assistants to trying and seeing the product before they purchase. Try to create a unique atmosphere in-store, so that customers feel like they are part of the brand when they enter.

In-Store Technology

Brands can better understand how shoppers are interacting with the brick-and-mortar environment with the help of digital assistance. Brands can interact with customers via a mobile device. This allows marketers to serve shoppers location-personalized ads, gauge customer loyalty, and analyze the type of marketing content that lands shoppers in-store.

Well-informed staff is another important component of an enticing in-store shopping experience. Over half of all consumers state that shop assistants using devices increases their confidence that they will provide knowledgeable assistance. You can equip your staff with devices that make information easily accessible.

Personalize the Caller Experience

Consumers that contact your business via a call expect a seamless transition that places them with the brand representative who can help them with their query. Customers can quickly become disgruntled after a negative call experience. Collect and analyse caller data, so you can improve the caller experience and convert more leads.

It’s important to connect them quickly to the right customer representative or location. To do it, marketers can use call analytics data — including the keyword and webpage the person contacted from, their location and history, and the day and time of the call — to automatically route each caller to the best location or agent for them.

Prioritize Your Most Valuable Callers

Nobody likes to wait on hold when calling customer service, and even more so when contacting the sales department. If you have sources of traffic that have proven to generate high-converting leads, which you can determine from your call analytics reports, make sure those calls are prioritized and properly routed. Have separate lines for sales and customer service, so you don’t miss out on potential customers.