“How can I help you, ma’am?”
Those six words can feel like a lifesaver in certain situations. There’s so much about the in-store customer experience that hinges on the service provided by salespeople. When offered at the right moment and in a non-intrusive manner, a little bit of proactive customer service can endear customers to your brand for years to come.
However, recreating this experience remotely, in the digital space is not an easy feat. In today’s reality, organizations and brands of all sizes are moving their operations online. For some organizations, this shift to remote work is natural and things are continuing more or less as before, just from afar.
However, businesses that rely on face-to-face interactions like retail sales and service providers, are challenged to find innovative ways to deliver the same positive customer experience in the digital arena that they provide in the real world. Creating a warm, welcoming feeling in the cold, impersonal internet is easier said than done.
Reach out to clients like in a store
The advent of live video chat technology is creating new possibilities for handling remote business. Using live chat and video conferencing platforms, businesses can reach out directly to customers, from their website to initiate live, face-to-face interactions.
Consolto’s live video chat platform empowers businesses to deliver better online customer service. One way this is done is by enabling businesses to proactively reach out to their clients, directly from their website. Using this functionality, you can decide if and when you want to initiate a live interaction with one of our customers. With Consolto integrated into your website, you benefit from a unique ability to approach a customer to offer help, just like you would in a real store.
How does it work?
With Consolto, it’s easy to figure out the right time to kick off a personal interaction, without seeming overly intrusive. Consolto’s backend offers real-time analytics on the customers on your website at any given moment, so that you have a better understanding of their interests. This means that whenever you like, you can see if there’s anyone currently visiting your website and access high level analytics regarding their behavior.
The backend includes critical usage stats like session time, page views and last page visited. Using this information you can quickly understand what services or products your visitor is interested in and whether or not they are a hot customer or need help. In general, the rule of thumb is that the longer a visitor has been on your website, or particular page of your website, the more receptive they’d be to a proactive interaction initiated by your team.
In many cases, the reason that they’re lingering on a particular page is because they’re particularly interested or have encountered some sort of a problem. This means that by reaching out to them you’ll be extending a helping hand, improving the customer experience and increasing your chances of making a sale.
This type of functionality is suitable to many different industries. It’s particularly useful to any businesses that sell retail wares like clothes, books, software, electronics and more. But we’re not just talking about small tickets items here. Customers looking at more expensive items, like cars or even real estate generally take more time to make purchasing decisions. They do their research and compare prices across different websites. They often have plenty of questions about pricing, warranties, shipping and more. You can answer all their questions and more with a warm welcome via Consolto’s live video chat platform!
Service providers, especially psychologists, lawyers, doctors and other consultants can also leverage Consolto’s proactive live video chat platform. Your potential customers will be especially receptive to a direct appeal from someone they are considering working with. A quick chat will answer any questions they may have and give them a feeling of what it’s like to work with you.
In the digital world, service providers and ecommerce retailers should strive to provide an online experience that resembles the offline one as much as possible. From branding, to messaging to high performance functionality and price transparency, everything about your website can influence your customers’ purchasing decisions.
Consolto’s live video chat platform includes functionality that helps you bring your offline experience that much closer to an online one. Use the Consolto backend to get a real-time glimpse into who’s on your website and what they’re looking at. When the time's right, proactively initiate a live video chat call. We suggest you kick it off with a simple “How can I help you, ma’am?”
Learn more about how Consolto can help you do the same.