The Benefits of Live Shopping for Customer Service
Without outstanding customer service brand loyalty is out of the question. This is what more than 90% of online shoppers think. Providing an extraordinary shopping journey is essential to any eCommerce business. And customer service is a crucial element of this journey. During this article, we will focus on how you can leverage live shopping for outstanding customer service.
Live shopping offers a direct communication channel, allowing a dialogue between you and your customers. And as we will see further down this article, this will allow you to answer product-related questions in real-time, give personalized recommendations, resolve issues on the spot and create an engaging shopping experience. These are all extremely valuable, especially for the younger generations of shoppers. Those that value the shopping experiences over the actual products.
Use Live Shopping to Answer Customer Questions in Real-Time
When trying to buy online, we often face questions that require an answer from the seller. Studies show that at least 8 out of 10 shoppers have at least one question. And if it can’t be answered quickly, it may cause a bottleneck in the shopping journey.
In today’s hyperactive world of eCommerce, customers expect quick answers to their questions and concerns. And live shopping allows you to do just that: answer questions in real-time, while your audience is watching your live product presentation session.
Unlike the classic eCommerce experience, the new way of shopping gives a voice to your customers. They can use the chat feature to ask the questions that stop them from buying. And you can answer them on the spot. What’s even more exciting is the fact that all of your viewers will have access to those answers. So when answering one specific question you are helping all of your customers that had the same concern.
Offer Personalized Product Recommendations and Support
An online store is open 24/7, it’s just a few clicks away, and often offers better deals than brick and mortar. Yet, we continue to buy in-store as often as possible.
When asked why they like to go purchase products in person, the vast majority of responders say that the overall experience is what motivates them. “The experience” is, in fact, a sum of different factors. And these factors were unavailable during an online shopping journey. Until recently.
For most shoppers, the ability to see and feel the products is what makes them return to a physical store. And this is one of the reasons why live shopping has conversion rates up to 5X bigger than traditional eCommerce. Customers get a better understanding of the products during a live video session.
More than 1 in 4 shoppers say that speaking to shop assistants is crucial for them. After all, support is not all about issues and problems. It’s also about helping customers make the best choices. Assisting them in buying the right product to serve their needs. As shop assistants are experts in their fields, is only normal for customers to value their input.
Live shopping events allow you to support customers during their online shopping journey. Just like during in-store visits, shop assistants can interact with your community, understand their needs, and offer advice. They can make sure that your customers buy the products they actually need.
They can also recommend complementary products. The ones that increase the value of the primary product bought. In the fashion, beauty, and consumer electronics industries, this is huge.
Resolve Customer Issues Quickly and Effectively
When it comes to solving customer issues, speed is crucial. And according to Econsultancy.com, for almost 80% of customers, the fastest channel is always the preferred contact option.
During a live shopping session, customers can interact in real-time with your customer support team members. They can collect feedback and understand the issues or concerns customers may have. Answers can be offered on the spot and issues can be solved promptly.
Solving issues fast transforms buyers into loyal community members. But even more, it transforms them into advocates. We like to share positive experiences.
Live chat is crucial for eCommerce businesses as it helps customers get their questions answered. And their issues were fixed. There are many reasons why you should it – and not just during live shopping events. We’ve written more about 7 of these reasons here.
Focus on creating an engaging customer experience
As we’ve already seen, customers treasure the shopping experience. Making it the #1 reason for which they buy in-store instead of online. But live shopping allows you to transform the online shopping journey into an engaging experience.
Customers can watch product presentations that help them get a better look at products. They can interact live with shop assistants. And get answers to the questions that are stopping them from buying. And at the same time, any issue can be communicated on the spot. And your team will be there to fix the problem.
Overall, live shopping finds itself at the intersection of online and in-store shopping experiences. While still in the comfort of their homes, shoppers benefit from most of the perks offered by an in-store visit.
Why Live Shopping is a Must-Have for Customer Service
Live shopping can be seen as a new sales medium. Or as a new way to reach broader audiences and support your marketing efforts. Its live chat option transform it into an extension of your customer support channel. And leveraging it will help you deliver outstanding customer channels. But live shopping isn’t just about its features and applications. It’s about the overall experience and it’s completely changing commerce for the better.