Think you have your complete ecommerce experience well planned out? Not so fast: There's a side of the online shopping equation that may be falling below your radar – and it could be costing you customers.
By now, most online retailers are well aware that they need to optimize their digital storefronts to serve the needs of mobile consumers. And many businesses have even developed rich, robust mobile apps that streamline the sales process and offer added value for their most loyal, engaged customers. Yet, despite having caught up with the need to produce a mobile-first shopping experience, many of these companies still exercise legacy thinking when it comes to providing optimal customer service on these devices.
As this article from VentureBeat points out, mobile ecommerce is all about being in the moment: the ability to capture consumer interest, answer their questions, fulfill their requests, and help them complete their purchasing process as quickly as possible – at the exact time and place they choose to shop.
But what happens when shoppers have a question or concern that requires immediate attention? If your mobile site or app requires them to send an email and wait for a response or, worse, expects them to spend their mobile minutes waiting on hold to speak to a service representative, you may be putting your customer relationship at risk.
Creating experiences that are organic to the platform they are delivered on is just one of the ways we demonstrate our commitment to stellar customer acquisition and retention. In fact, all of the ecommerce experiences we develop for Prove clients are based on customer-first thinking. This means we tailor our initiatives so that they account for every possible consumer touch-point – not just the final point of sale.
Options like in-app messaging, third-party chat services, or instant messaging interfaces may help your business be more responsive to the needs of your mobile customer base. Let us know if we can help you evaluate the potential of options like these, or explore other means of supporting your customers, wherever and whenever they want to connect with you.
Prove is a new kind of customer acquisition, retention, technology and analytics agency. We are redefining the way marketing works, by having a single-minded focus on results. Our approach minimizes marketing risk and maximizes short-term and long-term results through a disciplined process. Our philosophy is to leverage the power of Mass Personalization to increase ROI while reducing marketing costs.
We call it Acqretention™, the process of converting an anonymous audience that is always just a click away from the competition into Connected Prospects. In this way, we support direct response results, but we retain the engagement of prospective customers who are earlier in the buying cycle.
Our approach involves a framework that ensures marketing success we call Little Bets. We get into market quickly and generate learnings through extensive testing, then go big with the winning ideas, messages, offers, channels and technologies. We'd like to do that for you.
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