Today’s online buyer expects a direct approach, an authentic dialogue and excellent service anytime and anywhere, according to iAdvize.
“Consumers don't want to get a product sold, they want advice so that they can buy the product that best suits them”, says the International Marketing Manager of iAdvize.
iAdvice is a platform for real-time customer engagement - click to chat, click to call, click to video, community messaging, social networks – and provides us with some useful tips on how to grow sales with real-time dialogues:
1. Adapt the speech and dialogue to the end device
Be it desktop PC, smartphone or tablet, consumers no longer use just one device to find out about products or shop. However, the mobile user behavior differs significantly from surfing on the desktop. Mobile users want short, precise answers, hence, communicate with emojis and abbreviations. Desktop users, on the other hand, value detailed explanations, so adapt your address to the end device and offer a good customer experience.
2. Always be where the customer is
Since more than 70% of consumers want brands to understand them and respond to their needs, make sure to be wherever your customers are and make them feel special. Be always available, possibly on all channels. Interact with them and find out what to expect and how you can help them best. But keep in mind that you cannot help everyone at the same time, which means, segment your target groups, and set priorities.
3. Offer authentic advice
As said, consumers do not want to get products sold, rather expect to get good advice so they can buy products that are best for them. That is the decisive point whether customers come back or not. In addition to internal customer service, you can also rely on independent consultants who are convinced of your product. They advise with genuine enthusiasm and exude credibility.
4. Be available around the clock
Around 60% of online purchases are made in the evenings and on weekends, which means that a large part of the turnover arises precisely when most customer service employees are not available. Therefore, offer advice especially at these times to increase your sales: for example, use chatbots that can automatically answer standard questions, find people outside your company who know and appreciate your product and are flexible and ready to answer questions no matter where they are and what time it is.
5. Invest in long-term customer relationships
The probability that an existing customer will buy again is generally between 60 to 70 percent. For new customers, this rate is only 5 to 20 percent, which explains why it make sense to invest in long-term customer relationships. The Customer Lifetime Value (CLV) is the central key figure for assessing the customer value and guessing which budget commitment is worthwhile to reach and win customers. (Source: iAdvize)