Live Video Shopping and CX

4 reasons why live video shopping enhances your customer experience

If you are one of the people who still thinks in-store video is only useful for large-scale media campaigns, think again. In today's retail environment, video isn't just necessary for marketing purposes; it’s a vital tool to increase sales, both online and in-store. 

The merger of mobile technology and digital video has resulted in an innovative way for people to communicate. Emplifi implements this technology to build live video shopping on Ecommerce sites. This technology allows retailers to speak directly with consumers, providing an unparalleled shopping experience. Retailers are able to bring the entertainment value back into the brick-and-mortar experience through in-store videos. 

Let’s take a closer look at four key reasons why you should consider live video shopping to enhance your customer experience (CX).

1. Establish a better connection with your clients

In-person interactions are unbeatable, but we all know that there are some cases when face-to-face encounters are not possible for a variety of reasons, including accessibility, location difference, and, notably, the recent coronavirus pandemic.

Thankfully, live video shopping allows you to build connections without the need to be in person. Live video shopping allows the store associate to visually see their customer (and vice versa); which in turn leads to a better connection, and higher conversion rates. The in-store associate can read the customer’s facial expressions, analyze their reactions, and gain valuable sensory insight.

2. Stand out from the competition

Competition is tighter than ever today, which is why you need to know the right techniques to help you stand out. Fortunately, you don’t need to look any further because live video shopping provides an edge over your competitors.

This technology is still relatively untapped in North America and Europe, which means retailers who adopt live video shopping will stand out from retailers who fail to prioritize an omnichannel strategy.

3. Support your customer service training

Customer service is one of the pillars of your business; poor customer service can be detrimental to sales and customer loyalty.

This is where live video shopping comes in. In-store video shopping can serve as valuable training content for your team, because seeing and hearing a video call in action delivers better insights into the customer’s situation. Using in-store video not only provides huge assistance with sales, but also allows optimization of sales training by reviewing customer queries and concerns, which, in turn, provides sales intelligence you can use to your advantage going forward.

Additionally, this will help your customer service team identify the best ways to assist your customers. As a result of these learnings, agent-customer interactions will improve over time.

4. Solve problems faster

Today, everything is moving at a fast pace. We want everything right now, and retail is no exception!

Your customers want instant solutions to their problems, and that is no longer implausible. With live video shopping, your in-store staff can solve customer problems right away; and trust us when we say this will do your business good. Emplifi works with numerous retailers that see up to a 20-50% increase in conversion rates. The average conversion rate is 2.86% – that’s up to a 400% increase.

Think about it—in customer service, when a customer calls with a problem, it is a lot easier and more efficient to go into a video call rather than explaining everything through email or via chat/voice call. As mentioned earlier, the message can be better understood if you can see the customer’s expressions. The same can be said for a sales scenario; when a customer has a query prior to a sale, it’s much easier to convert them via video rather than email.

Ready for in-store video shopping?

In-store video is a great way for retailers to capture the interest of shoppers, as well as increase brand awareness. It establishes a better connection with your clients, solves problems faster, supports your customer service, and helps you stand out from the competition.

Want to learn how Emplifi can help? Learn more about our proven live commerce solutions (part of our Social Commerce Cloud), or book some time today to chat with one of our Emplifi experts!

Editor's Note: This article consolidates two different articles that were originally published on goinstore.com. Any statistics or statements included in this article were current at the time of the original publication of these articles.

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