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1. Connect incoming web lead to a store agent
Send pre-qualified leads from your web to a store sales agent in the moment when they are considering a purchase and need expert help or advice.
2. Product demonstration using live video
Go beyond images and pre recorded videos and show the potential customer a live product demonstration in real time, to answer their specific questions.
3. Expert help & advice with web-sharing
Configure the product or service together with the customer and explain the advantages of choosing one option over the other, creating a sense of trust and transparency.
4. Increase in online sales
Better online customer experience and real time support during the buying journey delivers a higher conversion rate and an increase in sales.
Improve operational efficiency and enable your retail agents that are not currently servicing clients in stores to answer online client requests. Our data shows that retail sales reps convert at higher rates than call centre agents, because of the improved customer experience that conversational tools, such as video, live product demo and web-sharing bring.
Treat your retails stores as a backup for your assisted online sales channels. You can use your store agents for overflow traffic to the call center or for requests coming from a specific lead source. This flexibility improves your customer experience as well as increases online conversion rates. It also makes your business more resilient to external factors and enables business continuity in case of unforeseeable circumstances that could prevent call centers from operating as normal.
Enable your retail store channel to service online leads who need assistance to complete their purchase. Route traffic to local stores, based on your business rules and allow your online customers to connect to sales agents who can use live video, web-sharing and other conversational features, that improve customer experience & allow online customers to finalise their purchase in a specific store.
During the closure of call centers due to Covid-19, the brand decided to use the existing conversational sales solution to connect over 120 retail agents to online customers that needed help or advice during their online purchase. This flexibility and the ability to adapt quickly to unforeseeable circumstances made their business more resilient, prevented major job cuts and protected their revenue. It also delivered a better customer experience, which resulted in high number of sales and increase in online conversion rate.
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