generates more online sales. Image: @freepik
In the last decades, e-commerce has been boosted by written chat service, audio dialogues, conversations via messenger apps, and now perhaps the time has come for the popularization of e-commerce videochat.
Videochat e-commerce is the name given to customer service and assistance through real-time video chat. In other words, it is the contact of a seller with an online consumer through audiovisual communication.
To give you an idea of the potential of this tool, I'll cite, for example, the online gift and toy store Poopsie's . This store offers the Live Poopsie's service, in which consumers can request assistance from a personal shopper.
Thus, during purchases, these consumers are served in the comfort of their homes through video conversations. Dialog sessions take place from systems such as Facetime and Skype. That way, they can ask questions and make purchases more calmly.
Did you see that show? And you see, answering questions is just one of the benefits of e-commerce videochat. Then I show many other advantages. Keep reading and stay in the loop!
As soon as you can, also click on “ E-commerce chat ” and read some additional text.
10 ADVANTAGES OF VIDEOCHAT E-COMMERCE
The advantages of e-commerce videochat are:
01 - Approach:
Video conversations generate a greater bond between consumer and seller. In this way, the service becomes closer and more human. Videochat eases social distancing.
02 - Completeness:
Video communication is more complete because it involves body, facial and gesture expressions. Therefore, the quality of service increases.
03 - Preservation:
The video preserves the characteristics of physical service, with which most consumers are accustomed. Hence, it can help improve your sales.
04 - Exhibition:
Video chat allows your salespeople and customer service representatives to showcase products and services live and in color. This makes it possible to demonstrate how the products work and increase the chances of a sale.
05 - Argumentation:
With more comprehensive communication (topic 2), your salespeople will create better arguments to counter customer objections. This will undoubtedly reduce shopping cart abandonment.
06 - Immediacy:
Unlike e-mail, video assistance is real-time and generates immediate responses. That way you reduce consumers' anxiety and conquer them more easily.
07 - Credibility:
When your brand is presented through a person, credibility increases. Consumers like things out in the open. They love to know who they are buying from.
08 - Support:
Video dialogue makes it easier to explain to consumers how to place a product in their virtual cart, make a payment, select a delivery address, etc.
09 - Behavior:
It's one thing to generate customer profiles using statistics, and quite another to meet them personally. Video allows you to understand and create better buyer personas , which will help with your marketing.
10 - Differentiation:
If you want to differentiate yourself from your competitors, then e-commerce video chat can be a great strategy. Humanized service will put your company one step ahead.
OTHER TYPES OF CHAT FOR E-COMMERCE
The use of so-called chatbots is on the rise in e-commerce. Chatbots are systems with Artificial Intelligence capable of providing automatic responses. They aim to humanize the service, but of course, they are no match for videochats.
However, there is room for both initiatives. You can, for example, use chatbots to provide answers only to frequently asked and repetitive questions from your customers. This way, your salespeople won't have to answer the same questions repeatedly.
In other words, let's leave the repetitive work to the machines and do only the creatives. That is, reserve video chat for cases where responses need to be more personalized.
At the same time, you will be able to continue using other types of chat such as written and audio, both through messenger applications and via the chat system integrated into your e-commerce.
And here's my final tip. Periodically train your salespeople and attendants. In my experience as a shopper, I've come across many chat agents who didn't know how to answer my questions because they weren't from the specific department of the store. Now, if the attendant doesn't know how to answer, who will? So train your team and avoid bottlenecks like this. =)
As soon as you can, also click on " chatbot for e-commerce " and discover 6 advantages of using this feature.
