Virtual shopping has transformed the retail experience by blending digital convenience with personal touch. Brands across various sectors have successfully adopted virtual shopping technologies to enhance customer service and boost sales. Here are some standout examples showcasing how virtual shopping and clienteling can elevate the online retail experience:
1. Lululemon
Lululemon, the renowned Canadian activewear retailer, exemplifies how virtual shopping can seamlessly integrate with both online and physical stores. The brand leverages video chat to provide personalized customer service, mirroring the in-store experience. Shoppers using Lululemon’s video chat option are four times more likely to complete a purchase, highlighting the effectiveness of virtual clienteling.
Lululemon’s approach goes beyond just virtual consultations. Their in-store staff, trained to offer expert advice and engage customers through yoga workshops, extend their expertise to online shoppers via video appointments. This dual-channel strategy ensures that customers receive the same high level of service whether shopping in-store or online.
2. Bravissimo
Bravissimo, a leading lingerie retailer, uses Talkative’s video chat to offer tailored online fitting appointments. Customers can schedule one-on-one video calls with product experts to discuss their needs and check stock availability. This real-time interaction not only enhances the online shopping experience but also drives foot traffic to Bravissimo’s physical stores, bridging the gap between online and offline shopping.
3. Gharyal
Gharyal, a luxury e-commerce platform specializing in watches and accessories, employs video chat to deliver a high-end shopping experience. By connecting customers with expert watch specialists through video, Gharyal provides personalized, hands-on advice that mirrors the service found in luxury retail stores. This approach helps maintain the brand’s reputation for exceptional customer care in the digital realm.
4. Internova
Internova Travel Group demonstrates that virtual shopping isn’t limited to retail products. Their “Book Human” campaign uses video chat to offer personalized travel booking assistance. By focusing on human interaction rather than automation, Internova enhances the online booking experience, offering customers face-to-face guidance for their travel plans. This personal touch not only improves customer convenience but also drives business growth for Internova and its partners.
Implementing Virtual Shopping for Your Business
If you’re inspired by these examples and want to integrate virtual shopping into your e-commerce strategy, here’s how to get started:
1. Deploying Video Chat
Video chat is a powerful tool for offering real-time, personalized assistance. Platforms like Talkative enable businesses to conduct both on-demand and scheduled video appointments. Whether you use in-store staff or remote agents, video chat can significantly enhance customer satisfaction. According to surveys, 94% of customers rate video chat as a positive interaction, making it a crucial element of virtual shopping.
2. Live Chat
Live chat complements video chat by providing quick and efficient customer support. It’s ideal for answering general queries and offering real-time assistance. When combined with video chat, live chat can streamline communication and improve overall customer experience.
3. Cobrowsing and Screen Sharing
Cobrowsing and screen sharing allow businesses to view and interact with a customer’s screen in real time. This feature enhances personalized support by guiding customers through your website and annotating their screens. It’s an excellent tool for improving navigation and resolving issues quickly.
4. WhatsApp & SMS Live Chat
Social media messaging platforms like WhatsApp and SMS offer additional channels for customer engagement. These tools facilitate ongoing communication post-sale or post-enquiry, helping to build stronger relationships with customers. Integrating these channels with your customer service dashboard ensures a cohesive experience.
The Takeaway
Virtual shopping is more than a trend; it’s the future of retail. By adopting technologies like video chat, live chat, cobrowsing, and social media messaging, brands can create a more human and engaging online shopping experience. These tools not only enhance customer satisfaction but also drive sales and foster long-term relationships.
To explore how virtual shopping can transform your e-commerce strategy, consider scheduling a demo with Talkative. Discover how to elevate your customer interactions and stay ahead in the competitive retail landscape.