In the highly competitive world of retail today, delivering an exceptional shopping experience is more critical than ever before. This is precisely where a hybrid workforce steps in, ensuring the seamless fusion of online and offline customer service to create the ultimate shopping journey.
In today's competitive retail landscape, delivering an outstanding shopper experience is paramount. A hybrid workforce plays a crucial role in seamlessly integrating online and offline customer service for an exceptional shopping journey.
The sales and marketing teams of retail agencies can collaborate closely with store staff, providing them with the skills and motivation needed to effectively represent brands. This can be achieved through various methods, including face-to-face visits, centralised training sessions, or virtual means like digital meetings, video conferences, webinars, and chat forums.
A hybrid workforce enables efficient sales processes
There are several key benefits to using a hybrid workforce. This approach ensures the right level of expertise and enthusiasm at the point of purchase through training and relationship-building with sales personnel. It enables efficient sales processes and synchronises the flow between product introduction and sales. It also personalises pre- and post-sales support for a tailored customer experience, establishes early warning systems by collecting frontline business insights, and provides greater control over the shopping experience for consistent customer satisfaction.
By leveraging a hybrid workforce, the brand itself can focus more on core business operations, optimise workforce size, and enhance team performance through collaboration and mutual support. By using an experienced retail agency, they can benefit from retail management expertise, as well as streamlined communication, resource management, and scalable integrated services tailored to their specific needs.
Increased conversions for HP with WaveCrest's Virtual Promoters
The groundbreaking "Live Expert" service elevated HP's online shopping experience, leading to a substantial increase in conversion rates. Initially launched in the UK and Norway, then implemented in Gigantti stores in Finland by WaveCrest, this distinctive offering provided online shoppers with personalised assistance via microphone and webcam, mirroring the typical in-store interaction.
The virtual promoters appeared on the screen, proactively asking online shoppers how they could assist them while showcasing featured products. They were adept at addressing a range of inquiries, from brand-related queries to technical concerns. Notably, they even had the capability to add desired items directly to customers' shopping carts. The webcam connection was naturally one-way; the customer could see the store and the promoter.
The WaveCrest team underwent extensive training encompassing sales techniques, product knowledge, software proficiency, and adopting HP's communication style, guaranteeing exceptional service for all customers.
E-commerce conversion rates saw a remarkable surge, and user feedback surveys affirmed the genuine appreciation for the service, delivering substantial value through the expertise and service-oriented approach of the staff from initial engagement to final interaction.
In conjunction with the launch of the video promoter service, WaveCrest executed a marketing campaign to familiarise users with the availability of personalised service and cultivate affection for the experience.