a step by step guide to beat the competition in ecommerce with personal realtime support robin e...
TRANSCRIPT
“Relational Shoppers represent a smaller share of store traffic but a larger share of sales, higher closing ratios, higher average sales, and higher profit margins.”
The Transactional Shopper
Focused only on “today’s” transaction, thinking little about future purchases. Fearful of paying more than they need to. Lovers of the shopping, comparing, and negotiating experience. Researchers — and not really interested in the help of an expert. Only going to buy when they get the great deal they’re looking for. Going to tell everyone about the great deal they get. Not dependable — they’ll leave the instant they find a better deal.
The Relational Shopper
Today’s purchase is one in a series of many future purchases. Looking for the right place from which to make their purchase. Fearful of making a poor choice over anything else. Not enjoying the experience of shopping or negotiating. Looking for expert advice so they feel secure about their possible purchase. Going to buy once they feel secure about their purchase. Going to come back if in need for the same type of product.
A 5 Stage Roadmap!
Stage 1: Preparing to win.
Stage 2: Conversation flow & backlog.
Stage 3: Live chat on cart.
Stage 4: Live chat on product pages.
Stage 5: Full site live chat.
Step 1: Set goals.
Step 2: Step up team soft skills.
Step 3: Set channel strategy.
Stage 1 Preparing to win!
Stage 2 Flow & backlog!
Step 1: Access & prioritize.
Step 2: Get tactical.
Step 3: Clear the backlog.
Step 1: Keep them in the funnel.
Step 2: Apply soft skills to sell.
Step 3: Learn from the conversation.
Stage 3 Live chat in cart!
Step 1: Smart placement.
Step 2: Manage team expectations.
Step 3: Pilot active chat with rules.
Stage 4 Live chat on product pages!
Step 1: Bolster your defense lines.
Step 2: Live chat on home page.
Step 3: Show the world.
Stage 5 Full site live chat!
Why live chat again?
Many of bigger stores don’t offer it.
Consumers are lovin’ it.
It contributes to a more profitable store!!
http://robinhq.com
Michiel Gaasterland @MichielGaas [email protected]
Feel free to contact us. We love to help!