Faced with new types of cross-channel purchasing behavior by consumers (connected, ROPO, showrooming, physical), it has become essential and urgent to improve customer relations within physical commerce by offering a level of service that responds precisely to the new consumption requirements.
Exaqtworld provides an effective response in the form of the “Sales Assistance” function in its application in2shops, which is specifically intended for vendors.
Equipped with an intelligent tablet, vendors are provided with an effective business tool that can persuade customers by offering them both the advantages of an online purchase and the advantages of an in-store purchase (complete information about an article, confirmation if the article is in stock and immediately available, access to a wider selection of articles not displayed on the store floor, visualization of possible combinations of articles, access to consumers’ opinions, etc.).
Benefitting from the advantages of an online purchasing experience while enjoying the numerous advantages of an in-store experience (touching the product, trying the product, being assisted by a vendor, etc.) is the challenge that the in2shops solution “Sales Assistance” successfully meets in order to make customers’ in-store experience more useful and attractive.
86% OF BUYERS COMPLAIN ABOUT A LACK OF INFORMATION FROM VENDORS ABOUT THE PRODUCTS THEY ARE SELLING.
A sizable majority of consumers also complain about a lack of information from vendors regarding the availability of products (68%).
The French attach more value to the social and relational skills of vendors – greeting (80%), politeness (77%), availability (64%) and listening (62%) – than to their professional skills. Their expectations of vendors in this regard are first and foremost concentrated on improvement of product knowledge (69%), which is much more important to them than vendors’ advisory role, mentioned by 37% of the persons questioned.
Source: The IFOP study “Service Culture in France”.
78% OF CONSUMERS THINK THAT SALES STAFF IN storeS WOULD BE MORE EFFECTIVE IF THEY WERE TO HAVE TABLETS CONTAINING PRODUCT INFORMATION.
Source: Digitas/Vivaki advance, March 2013.