Increase online sales through customer education
1. Empower customers to self-educate by simulating the in-store product demo. You could host a live, interactive webinar to showcase a fully immersive unboxing with real-time Q&A, or pre-record the webinar to offer a controlled experience with a preview of the setup process and use case scenarios.
2. Recreate in-store online by providing a destination for shoppers to virtually browse the store, view product demos and videos, and easily access support guides. IKEA’s virtual store is laid out just like their physical store, allowing customers to browse showrooms and click on furniture for product details.
3. Personalize all customer service points by creating true advocates in call centers. Build or re-purpose in-store training initiatives to upskill contact center support agents and provide digital rewards and incentive schemes. When customers are served by knowledgeable support agents who have tested the products, they receive a tailored conversation based on their needs.
4. Delight customers post-sale - continue your customer’s new purchase glow in your product delivery. Delight them with an “alternative” instruction manual, fun suggestions on product use, a QR code, or an online support link.
Since March 2020, the surge in online shopping has put a spotlight on how we educate customers outside of the physical store. With today’s online shoppers more open to virtual experiences, and willing to self-educate, brands have a real opportunity to shape the experience by providing innovative education options throughout the online shopping journey.
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