The era of technology has brought great strides and changes in all sectors of the economy, especially in retail. The online sales format is considered by some to be the big retail villain without noticing that consumer behavior itself has changed with technology and new ways of ensuring customer satisfaction have become important in the face of such a change.
With this, good customer service has become the great asset to ensure that full consumer satisfaction occurs, since changes are always constant and adaptation is necessary. The so-called “offline retail” is just as important as “online selling,” since proximity to the consumer can be considered important in order to achieve sales success.
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Tips on how to improve retail sales through service
Even experiencing big changes in the environment of retail, some tips can be critical for business success in customer service.
Create a harmony of service between online and offline.
The harmony among the forms of customer service are essential to ensure engagement with the brand, product or service sold to the consumer. Knowing how to receive the customer and transform the service into a success case for the business is already a challenge in face-to-face, and on-line it gains new difficulties.
With a harmony between the service channels, presenting the same type of language and the same way of constructing the dialogues, one can then achieve the identity of the communication, which can be considered as a characteristic of the company.
Invest on online customer service.
As we all know, the era of technology has come to stay, not as a revolution but as an evolution of how we communicate and interact with our devices. With this, online service is a great way to gain customer trust and ensure success in service.
Customize the service.
This tip is one of the most important, both for online and offline retail: customize the service. Today customers have several shopping options and ways to contact companies. Serving this customer well is essential to ensuring success and showing that the company cares directly about him.
The customization is since the first contact, treating the customer not only as one but as the most important factor in the entire sales equation. It is showing that there is a brand commitment to the consumer, not just listening but understanding their needs.
Invest in connectivity through mobile devices.
Connectivity can bring much more dynamism and interaction between service channels, since online is close to offline retail. As a result, investing on mobile devices, in a way that helps the attendants during their sales day, is important to the company.
Using technology as an ally in customer service is an important step. It has a well-trained team that can easily adapt to the environment of constant changes that technology imposes.
Social Networks in Service.
Social networking is a great way to communicate with everyone who wants to stay in touch, even with businesses. This new form of communication can bring several challenges to the business, since the consumer happens to be an important and central piece in social media.
The relationship with consumers through this new service channel can make a difference to the success of sales, also with retail acting in this new field.
Integrate customer service + marketing + sales.
In this tip, shows the important concept of integration between the company’s sectors. All are important and have their place within a company and with their integration the work becomes much more complete, making the different teams work as if they were one, for the same purpose.
The multichannel integration is the term that gives to this new concept, with the areas being combined so that there are different channels of communication with the customer, always seeking to achieve their satisfaction. In addition, it is a good way to manage the channels of care, once combined facilitates the management and monitoring on the part of the company.
The retail sector has evolved as well as all channels of customer service, that being integrated and combined to achieve customer satisfaction and the engagement on the part of the company. With this evolution, we can perceive the use of technology as an ally in all sectors and the steps of the journey of sale must bring the consumer more closely and helps understand their needs.
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