![]() “You can’t expect customers to always connect with you in ways that you want them to,” he said. “With our website acting like a store, we need to create a customer experience like we have in store and be ready to answer all questions that arise,” he said.įor Colder’s principal Randy Felker, the better question is “Why would you not have chat?” - something he now equates with not having a business phone. Tim Hillebrand, a principal at Pittsburgh’s Don’s Appliances, said chat enhances the online shopping experience. “Customers have questions before purchasing online, or can’t talk on the phone at work but are able to chat.” “Chat is very important for our online sales,” said Steven VanHoose, VP of Big Sandy Superstore in Ashland, Ky. ![]() Steven VanHoose, Big Sandy: “Chat is very important for our online sales.” Their insights and guidance provide a road map for others who need some inspiration to jump into chat. To help address these issues, the client services team at AVB Marketing (AVBM) queried some of BrandSource’s most successful members who are effectively managing the format. But for those who are interested in chat but have yet to implement it, questions abound: Should I do it? How much work does it take? Who do I hire? What are the different options? For BrandSource members who employ it, there’s no looking back. Since then, live chat and its text-to-chat offshoot have become entrenched as key components of the retail toolbox, and their greater immediacy over email has made them a favorite forum for consumers and merchants alike. ![]() In fact, once texting - and later tweeting and other social media postings - became commonplace or even preferred over face-to-face and phone conversations, chat took off.įor many retailers and shoppers, chat services became an essential communications lifeline during the height of the COVID pandemic, when some showrooms were ordered closed and customers feared those that remained open. One can argue that live chat, the online tool for conducting real-time written exchanges with customers, is a natural extension of mobile texting. BrandSource members add to the conversationīy Lauren Urbanek, AVBM and Alan Wolf, YSNĪVB Marketing execs will tackle the topic of live chat at next week’s BrandSource Convention 2022. ![]()
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