In the world of e-commerce, putting the customer first has never been more important. The accelerated shift to online shopping over the past few years has left businesses looking for new and innovative ways to keep their customers engaged and satisfied. One of the most exciting trends in e-commerce is video commerce, and it’s poised to revolutionise the way customers shop, and the way retail staff sell, online.
It is a no brainer that the use of video in e-commerce is increasing, with HubSpot reporting that “72% of customers said they would rather learn about a product or service by way of video”. However, video commerce goes beyond benefitting a retailer’s conversion rates and average order values; it greatly impacts the way retail staff work, and the service they can provide their customers.
In this article, we will cover the following:
What is live video commerce?
Why is video commerce an important tool for retail staff to use?
How does video commerce impact customer service?
Why live 1-2-1 video shopping is the most important video commerce solution for retail staff and customers
What is live video commerce?
Video commerce is a form of e-commerce that uses video technology to allow customers to engage with products in real-time. This can take many forms, including live video shopping, product demonstrations, and 1-2-1 video consultations with sales representatives. Live video shopping is one of the most exciting and innovative forms of video commerce. It allows customers to shop with a live sales representative, who can answer any questions they may have and show them the product in real-time. In fact, there has been a 300% growth in the number of respondents who chose video chat as the primary channel to talk to businesses, as well as an 83% change for consumers favouring video as their favourite communication channel (Vonage). This shows that video commerce is a great way to provide a more personal shopping experience for customers. Read more on video commerce and the benefits it brings to businesses.
Why is live video commerce an important tool for retail staff to use?
Video commerce is an important tool for retail staff because it provides them with a new and innovative way to engage with customers and drive sales. The use of video technology in e-commerce has been shown to increase customer engagement and satisfaction, which can have a direct impact on sales.
For retail staff, video commerce provides a number of benefits, including:
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Increased customer engagement: By using video technology, retail staff can provide a more personal and immersive shopping experience for customers, which can lead to increased engagement and satisfaction; 80% of customers would rather watch live video from a brand than read a blog (Livestream)
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Improved customer understanding: With live video consultations, retail staff can better understand the needs and preferences of customers, which can help them make better recommendations and drive sales.
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Better customer service: By providing a more personal and interactive shopping experience, retail staff can improve the level of customer service they provide and build stronger relationships with customers. In fact, 85% of consumers worldwide heavily rely on video when they shop online (Charged Retail)
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Increased sales: Retail businesses that implement video commerce have seen an average increase in sales of 20% compared to those that do not. This can result in a positive impact on the overall performance and success of the business.
How does live video commerce impact customer service?
Video commerce has the potential to revolutionise customer service by offering a more personalised and engaging experience for customers. With video calls, clients can receive product demonstrations and have their questions answered in real-time, which can result in a better understanding of the product. This interaction has the potential to increase customer satisfaction and loyalty, as well as provide a human touch in the customer-representative relationship.
Video commerce can also help to decrease frustration by reducing the time spent on long phone calls or multiple email exchanges. The use of video allows customers to see and hear the representative, fostering trust and confidence in the company.
Accessibility is another advantage of video commerce as it can be utilised from anywhere, making it a convenient option for customers on the go or in remote locations. This helps to improve the overall customer experience and quicken the resolution of issues.
Why live 1-2-1 video shopping is the most important video commerce solution for retail staff and customers
The real power of video commerce lies in its ability to provide a live 1-2-1 video consultation between customers and sales representatives. Confer With’s live 1-2-1 video shopping platform allows customers to receive personalised advice and recommendations based on their specific needs and preferences, which can greatly improve the overall shopping experience. It also allows sales representatives to better understand the customer’s needs, which can lead to increased sales and customer satisfaction.
Live 1-2-1 video shopping is a crucial solution for retail staff, as it provides several benefits that can enhance their overall job performance:
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Demonstrations: Live 1-2-1 video shopping enables retail staff to demonstrate products in real-time, which helps them to better understand the product themselves and improve their product knowledge. This, in turn, provides customers with more accurate and informative product information
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Interactions: Retail staff can interact with customers in real-time, providing them with a more personalised and engaging shopping experience. This can lead to increased customer satisfaction and loyalty, as customers receive tailored product recommendations and information
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Increase sales: By providing a personalised and one-to-one shopping experience just as customers would expect in-store, retail staff can up-sell complementary products specific to the person’s basket
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Real-time customer service and support: Live 1-2-1 video shopping enables retail staff to provide real-time customer service and support, helping to resolve issues quickly and effectively. This can help to improve customer satisfaction and reduce frustration, making it a valuable tool for retail staff to use
Key Takeaways
Video commerce is a powerful tool for improving the retail experience for both customers and retail staff, with live 1-2-1 video shopping providing the most enriching experience. With the ability to provide real-time, face-to-face interactions, video commerce allows retail staff to better understand the needs and preferences of customers and provide a more personalised shopping experience. This can lead to increased customer engagement and satisfaction, resulting in increased sales and the overall success of the business.
