Last week on the blog we discussed what trends we expect to see for e-commerce in 2021. With input from industry experts, we mentioned that one of the main things online retailers would be focusing on was the customer relationship. Today, we look at what this means, and how adding a Live Chat feature to your website could help.
For anyone selling online in 2021, pay attention. This affects you!
What do we mean by customer relationship?
This is where the big difference between online retail and high street retail comes to the fore.
When a customer goes to a high street store, they feel something. They interact, chat, smile and most importantly: they experience.
By comparison, online shopping is different. You browse, find the cheapest deal on the most trustworthy looking website, checkout and sit by the front window waiting for it to arrive.
There’s no interaction, no feeling, no relationship.
Is this a problem?
Before the pandemic, no, it wasn’t much of an issue. People who preferred the personal and social aspect of shopping could head to the high street, while those who preferred the convenience could shop online.
But just like everything else, COVID has turned this dynamic on its head.
Now everyone is being encouraged (or forced) to shop online, by the continuing lockdowns and tier systems.
This means there is a large section of online shoppers who aren’t used to the process, might not be overly keen on it, and feel like they are missing out on something.
This is where online retailers will be focusing their efforts on bridging these gaps and making online shopping an all-inclusive experience.
How can retailers achieve this?
For online retailers this is the important question. They will be forced to continuously adapt their practices, make improvements to their website and enhance their delivery processes.
This giant jig-saw puzzle is what retailers need to solve to give their customers the best possible online shopping experience.
You need to be available to answer product queries and solve delivery issues quickly and efficiently. When there’s a payment issue, a lost password or a stock enquiry, you need to be on-hand.
Build a customer relationship with Live Chat
In our experience, one of the most successful ways to handle this is through a live chat function on your website.
By having the Live Chat system online, a customer browsing will instantly feel more at ease. Knowing someone is there to chat makes a big difference.
Once a chat is initiated, the experience becomes a personal one. Talking to a real human being, rather than staring at a blank website.
Live Chat helps to build trust and brings in more leads
If that customer has a positive experience on your website, they are more likely to return than go to your competitors.
In turn, that customer will then begin to leave reviews, share your posts and recommend your brand to friends.
Creo has helped many businesses to set up and manage their Live Chat feature.
To improve your website today, get in touch and we can discuss adding the Live Chat function to your website.