The customer journey in purchasing a consumer electronic product is far from linear. People begin their search by browsing online and alternate between several websites, video reviews and in-store visits. The overwhelming task is often alleviated by a helpful salesperson who can guide them through the noise.
This use case will examine the current situation and how Confer With can help your brand reach customers to engage, inspire and guide your customer – all with live video shopping.
What to expect
- Current situation
- Why should the consumer electronic sector consider live video shopping?
- Matching shoppers
- Engaging with an expert
- Immersing the customer
- Leveraging add ons
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Traditionally, people would enter a store to make a high-consideration purchase. It played a vital part in engaging, evaluating and deciding what products suited their requirements. Of course, the salesperson played a detrimental role in educating the customer on what new specifications are included in the latest MacBook, for example.
However, since 2018 customers were swapping retail channels for online when making high consideration purchases – including technology. The pandemic and WFH orders accelerated this demand tenfold with laptops and PCs being sold out across multiple online stores.
Why live video shopping for technological products?
So far what we have covered is:
- Customers are making high consideration items online
- It is a baseline expectation to provide a valuable online experience
Live video shopping unlocks customers to engage and immerse in the product experience, from a distance. With a video commerce platform, new possibilities open. The aim is to replicate the retail experience as much as possible from a distance, but also leverage the scale of eCommerce to assist with conversions.
Confer With works with businesses to master the process in using four steps.
1) Matching shoppers
3) Understanding needs
4) Leveraging Add ons
Matching clients with the right expert
So how can you make sure your team are at the forefront of these purchasing decisions?
The Confer With app matches customers with your retail experts in real-time and if no one is available, appointments can be scheduled. We’ve partnered with Calendly to centralise your online booking and provide transparency across your team regardless of location.
Engaging with an expert
Following a successful matching process with no unnecessary swiping involved, it’s now time for the customer to engage with your experts all via video.
The call kickstarts digital dialogue and the expert can begin to understand the customer needs. What’s their setup? MacBook or HP Elite? Gaming performance or a light workload?
Your team can begin to map out the needs and wants to seamlessly suggest recommendations and add ons.
Immersing the customer
The conversation is flowing and the customer feels relaxed in this new environment.
However, the issue with generic video calls is the lack of immersion.
At Confer With, we enhanced this by creating a virtual shared basket. This makes everyone involved one step closer to the in-the-flesh experiences.
Your team members can immerse the customer in the following ways:
- Display imagery, videos and physical products
- Suggest recommendations and alternatives
- Respond immediately to feedback
- Add items to the basket
Leveraging add ons
In an electrical retail store, the sales associate can guide the customer through the entire product matrix, identifying what recommendations are best suited for their purchase.
However, when shifting to online, unless you have sufficient omnichannel marketing or effective promos, pushing those add-ons can be hard.
That’s why the Confer With app has introduced ‘additions’ which is based on past purchases to advise both the team member and customer on suitable recommendations.
Here’s more on how your team can drive add-ons:
- Alternatives: showcase different products matched to customer needs
- Product specifications: show specs, images and videos relating to the product
A full deal flow for each product can be created based on customer interactions and needs identification. This leads to a substantial increase in average order value and helps scale high margin products.
Making it easy to buy, then and there
Confer With have developed virtual shared basket technology that allows both the shopper and expert to add items to the virtual shopping basket.
Once the sale begins to close, the expert and customer can view the shopping basket, ensuring both are on common grounds. Once confirmed and the video call is over, all items carry over to the company’s purchase page.
Interested in a demo for the consumer electronic use case?
Fill in the contact form below to kickstart a conversation with a member of our friendly team.