Online shopping is a very competitive environment. Many sites sell similar products with similar pricing and similar terms and conditions. There may very well be sites that have a hard-to-find item or offer inexpensive shipping and have a generous return policy, but the typical online site has become commoditized to the point that the only way to differentiate seems to be with price.
But there’s one way to differentiate that truly does make a difference, and that is to provide customers with an experience so great they won’t want to go anywhere else. Companies that want to take this route must staff live reps and have a platform to facilitate the process.
VeriShow is a platform that can give customers that awesome experience they’ve been looking for. Many sites for example sell tennis racquets. They have a lot of models in common and the pricing, shipping and return policies are similar. The typical customer will do some research, pick a model and then look for the cheapest one, point, click and buy. Maybe it’s the right one for them; maybe it’s not.
If an online tennis retailer used VeriShow, there would be more opportunities to give customers the best experience possible. A rep could demo the racquet through video and co-browsing, show the stringing and give the customer a better idea of the racquet’s size. They could discuss how the racquet performs and what level of player it is best for. It would also make the process less of a crapshoot and prevent a customer from buying the wrong racquet.
VeriShow can also help brick-and-mortar stores with this technology. A customer could click on a link to connect with a live rep, ask the same questions as they would an online-only outlet while the rep could make the same demos.
Customers are more demanding than they were 15 years ago and they expect the best support. It’s no longer enough to put what you sell on a shelf or in columnar layouts online. Businesses must improve the customer experience with tools that invite discussion and presentation. Otherwise it’s just another race to the bottom.
Edited by Alisen Downey