TECH IS GREAT , BUT THERE ’ S A CONTINUOUS

NEED FOR A PERSONAL TOUCH IN CUSTOMER

INTERACTIONS .

Many shoppers research retailers via their social channels to get a feel for their brand and make sure they ’ re legitimate before they commit to an order . That means that it ’ s important to ensure that Instagram , Pinterest , Twitter , TikTok and Facebook pages are upto-date and feature the most relevant and recent information . Every channel should send a unified brand message to shoppers and potential customers and should be evenly updated with the brands ’ latest news , product ranges and promotions . Social media has evolved in recent years to bridge the gap between researching and buying , so companies must assess whether they ’ re making the most of each channel and look at what selling opportunities each platform can currently offer to their brand . To maximise the return from social channels , ideally the business should have a strategy that underpins its approach to creating and sharing content . If they ’ re serious about boosting sales via socials , get in expert help to take profiles to new heights .

Logistics

Ensuring seamless integration and consistency across all customer touchpoints is crucial for providing a unified and satisfactory customer experience . And user experience is everything . Retailers should conduct rigorous testing to see what the customer is experiencing and collect and analyse data to see where the drop off and conversion points are and how they can be improved . Offer cross location logistics – so someone can buy online and pick up in store etc .

Customer experience

Eighty-three percent of customers rank excellent support as a top priority , following price and product . Tech is great , but there ’ s a continuous need for a personal touch in customer interactions but every person has unique preferences when reaching out for help , from live chat to email , phone , or even social media . Offering a variety of support channels reduces the likelihood of bottlenecks . If one method becomes swamped , customers can easily switch to another avenue to address their concerns .

Chatbots can tackle commonly asked questions , and AI can be used to tailor responses , ensuring they ’ re as personalised as possible .

Blazing fast

Delays of more than two seconds can cause a retailer to lose half their customers . In 2023 , slow websites are unacceptable . Brands should optimise their file sizes and update their websites to prevent customer losses from frustration . Work with experts to ensure that your videos and content is ready when needed .

Easy checkout

Checkouts must be seamless and offer the payment methods customers prefer given that nine in 10 ( 86 %) will abandon a transaction if their chosen method isn ’ t available . Build consumer confidence by offering a range of payment methods , including buy now , pay later in the current financial climate . Insufficient payment options can deter shoppers . Consider partnering with solutions like VS Pay to support varied payment methods , and wallet options like Apple Pay and Google Pay streamline the process , reducing friction . Of course , security is essential , and brands must ensure top-tier security measures to protect both themselves and their customers from fraud .

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