Adding a digital messaging channel to your site is an ideal cross-selling and upselling opportunity. OutPLEX has a record of success in increasing average order values (AOV) across retail categories, starting with sales-suggestive bots and including live human support.
Real-time help is an effective way to reduce abandoned carts. No user interface is perfect, but checkout support offers a way to help identify and improve pain points in your customer journey. With data available from chat logs and automated intention tracking, your managers can extract insights from digital chat that keep your e-commerce strategy improving every day.
Digital Communication for Retail is Essential
E-commerce customer care is more important than ever. People are now comfortable shopping for just about everything online, from clothes and appliances to books and groceries. It is no longer enough to simply offer the option of online shopping and interaction: those interactions must be top quality in every way, including:
- Speed: Digital technologies provide instant answers to many customer queries. As a result, fewer customers are willing to wait on hold or to travel to your physical location.
- Ease of use: Many of your customers already know how to text or send digital messages, so they do not have to struggle to contact you through these channels. There are also features you can add to existing channels that will make them easier for everyone to use, regardless of prior experience.
- Availability: AI-driven bots and automation are always there to reply when your customer asks a question, even on holidays or in the middle of the night.
- Convenience: Having to go to a store or contact a call center is not something your customers do (or want to do) every day. Digital channels, by contrast, do not require the customer to do anything they would not do normally.
When your systems are properly installed and calibrated to provide unbeatable retail customer care, your business will see substantial improvements across all metrics, including cost efficiency, customer satisfaction, upselling, and customer volume.
What OutPLEX Offers
OutPLEX and our partners provide retail businesses of all sizes with all of the products and services they need to excel at customer support. These services include:
A wide array of digital communication channels, including texting, private messaging, chatbots, and email
Social media monitoring and follow-up conversations with customers to ensure quality of service.
Automation and voice services to make both digital and traditional channels less expensive and more efficient
Data collection and analysis that enables you to better understand your customers and the competition, as well as emerging trends in technology and CXaaS
Well-trained staff, to include tech experts who install products within days, live agents who respond with compassion to customer queries, and more