How to outreach customers where they’re at
Omnichannel retail isn’t going anywhere. The explosion of online shopping and engagement brought on by the pandemic isn’t going away.
But, the human touch remains crucial in digital interactions.
Customers value the personal connection they get from interacting with knowledgeable and friendly sales associates. 65% of consumers actually expect businesses to adapt to their unique preferences, and 80% of consumers are more likely to purchase from a brand that provides personalized experiences.
Digital or virtual clienteling tools empower sales associates to bridge the gap between the digital and physical shopping environments. They ensure that store teams are well-equipped to constructively engage with customers, regardless of their location.
This blog will highlight some trends in omnichannel retailing including virtual clienteling, and how to reach your customers where they’re at and on their own terms.
Getting the timing right
Timing is critical in customer outreach, and personalized efforts can convert up to 70% better than generic messages. Understanding the perfect moment to engage with your customers can make a significant difference in your conversion rates and overall customer satisfaction.
Digital clienteling tools, with their built-in omnichannel communication capabilities, provide preference-based filtering, customizable templates, and timely reminders. This means associates can reach out to the right customers, at the right time, with the most relevant information.
But why is timing so crucial? Here are a few reasons:
- Higher conversion rates: As mentioned, personalized and timely outreach can significantly boost conversion rates. When customers feel that the message is relevant and arrives at the right moment, they are more inclined to make a purchase.
- Strengthened customer relationships: Consistently reaching out at the right times helps to build trust and loyalty. Customers appreciate businesses that respect their time and preferences.
- Efficient resource utilization: By leveraging digital tools to identify the best times for outreach, businesses can optimize their resources, ensuring that efforts are focused on moments that yield the highest returns.
Leveraging integrated omnichannel communication
Integrated omnichannel communication in a digital clienteling solution enables associates to connect with customers across multiple platforms such as SMS, email, phone, live video, and messaging apps like WhatsApp, WeChat, Line, and Kakao Talk.
Such flexibility allows associates to adapt to changing customer preferences for communication mediums, ensuring they stay effective as trends in communication medium shift— like from email to SMS and more recently to social messaging.
With integrated omnichannel communication tools, retailers can also provide a consistent and cohesive experience and better collect and analyze customer data to enable personalized marketing and improved customer service
Centralizing customer information
Centralizing omnichannel customer profiles and communications in a single virtual clienteling tool allows associates to effortlessly log conversations and monitor their impact on sales.
One of the best features of virtual clienteling tools is that they provide a centralized view of customer information, enabling all store staff to know who their customers are, the best way and time to reach them, and their unique preferences.
With this comprehensive understanding, store associates can offer a more tailored and personalized experience, meeting customers where they’re at for a fulsome omnichannel experience. This approach ensures that no matter which channel the customer uses, the interaction feels consistent and informed.
Case Study: Impact of measuring customer outreach
By leveraging Tulip’s digital clienteling solution with integrated omnichannel communication, one global luxury retailer transformed its customer outreach strategy. The advanced tracking capabilities offered by Tulip enabled associates to identify the preferred channels of communication for each customer for more strategic sends.
By meeting their customers where they’re at the retailer significantly enhanced the likelihood of converting interactions into sales. On WhatsApp, where conversational commerce is increasingly prevalent, the ability to engage customers in a platform they frequently use for personal communication led to a remarkable 11.3% conversion rate. Similarly, SMS, with its high open rates and direct reach, saw a robust 6.6% conversion rate. Read more here.
Bringing it all together
Leveraging advanced digital clienteling tools is not just an option; it’s a necessity..
Meeting customers on their terms, using their preferred communication channels, and delivering personalized, omnichannel interactions, leads to a significant enhancement of customer satisfaction and loyalty which ultimately drives sales.
As we look to the future, it’s clear that integrating omnichannel strategies will continue to be paramount in creating meaningful, lasting customer relationships and sustaining growth.
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