The link between clienteling and video commerce

Combining video commerce and clienteling technologies provides an opportunity for retailers to deepen the relationship with customers. Video commerce can provide a richer experience where needs are met and clienteling tools ensure that relationship continues over time. Find out how they link and how you can benefit

Both Video commerce and clienteling have grown in prominence in the last few years. With increased social distancing and the resulting reduced footfall consumers are looking for new ways to discover products. Video commerce is hugely powerful way to discover products.

Video commerce is revolutionising retail

Live video commerce is the process of promoting products and services over live stream, direct to consumers, via one to one or one to many experiences. 

We’re relying more and more on using video to help us discover and compare products we are looking to buy and retailers know it. Going live takes it a step closer to the experience of retail. Demonstrating a product over Video brings the customer closer to the in store experience: 

  • Retailers can give advice on the product 
  • The product can be demonstrated live, be measured up, moved around
  • You can show how customers can use the product better
  • Customers can ask questions related to their needs and have those needs responded to in real time

In the world of social distancing, video commerce gives retailers an opportunity to interact, to sell to customers at a distance.

live video shopping furniture

Clienteling is great retail practice, both online and offline

Clienteling is the process of building a long term relationship with customer. It allows you to recognise a customer, have a record of purchases, preferences, requirements and needs. Clienteling done well improves the customer experience.

This is super important both online and in retail. Customers who want to be recognised hope for a better experience than what they could hope for on the first visit. 

Clienteling tools are almost native in an e-commerce experience. Personalisation, customer recognition and the ubiquitous email database ensures (when done well) the customer is remembered and catered to. Clienteling tools are becoming increasingly important in the retail environment too. Large, faceless stores with huge staff turnover need a way to remember customers. Clienteling enables that. 

Video commerce enables Remote clienteling

Video commerce provides a hugely rich customer experience when compared to a purely online experience. It’s highly interactive, engages the customer in ways that are infinitely closer to the in store experience. This richness sets up the relationship, drives high NPS scores and ultimately improves the probability of the break through sale. 

Enter clienteling. Picture first a scenario where a customer has a hugely positive experience, their needs have been acknowledged, they have experienced the product (remotely) and the propensity to make the all important first purchase is sky high. Then the business forgets about them. The consumer comes back, virtual money in hand – and there is no record of the interaction. 

Compare that to a scenario where clienteling tools are in place. The customer has a saved record of the products discussed over their live video shopping experience. The customer has had follow ups to check if they need further information, and they have the ability to book another video consultation with their expert when they are ready to talk again. The expert (with permission) has a record of the items preselected in their last experience and is ready to pick up where they left off in the next video consultation. 

Clienteling tools are hugely important when the customer experience has multiple steps. It allows continuity of experience, which can often be lacking in a digital customer experience. Video acts as a bridge between the retail experience and the digital experience and clienteling provides the memory, enabling a long term experience. 

Furthermore video commerce adds impetus to other omnichannel experiences like:   

  • Click and collect
  • Kerb side pickup
  • Home delivery

Video commerce and clienteling end to end

Video commerce and the live shopping experiences it enables provides a contactless customer journey in an end to end way. 

  • One to many video commerce impacts awareness and association to needs
  • One to one video commerce helps identify specific needs to be responded to, speeding up consideration
  • Virtual shared baskets improve conversion
  • Clienteling keeps a record of the relationship for further video consultation or conversion

Confer With provides a comprehensive video commerce solution supported by clienteling

Confer With is a video commerce platform that integrates into your eCommerce ecosystem and customer management infrastructure. Get in touch to learn more about Confer With, see it live and learn and how video commerce can benefit your business.

Confer With

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