Getting the most out of the Store App
Last updated
Last updated
You can set yourself as “Away” on your days off so that customers know when you’ll be getting back in touch.
Click the clock icon in the top right of your Contacts screen, toggle “Away Mode” ON, and set an auto-response in case you are contacted.
Remember to toggle “Away Mode” OFF when you are ready to connect again!
If a customer starts a conversation and no product experts are available to chat, they are prompted to leave a message.
There are two ways to know if a customer has left a message.
You will see a full-screen takeover to let you know and to remind you to provide as much detail as possible.
In the chat header, you can see if your customer is ‘online’, meaning you are in a live chat, or when your customer left their message.
If the customer comes back to the website while you are still in the conversation, their status will change to online.
When responding to a left message, the goal should be to answer in enough detail, so customers have all the information and inspiration they need to checkout. For the best possible customer experience, any follow-up questions the shopper is likely to ask should be pre-empted.
In addition to a detailed response, sharing photos, videos, and tappable product recommendations ensures that customers have the most convenient experience when they return to the conversation and makes it more likely that the interaction will convert to a sale.
Your goal with Virtual Shopping is to extend the in-store experience to online customers.
Within the Store App, there is a range of features that help you do that!
There are 7 different features that you need to be aware of when using Virtual Shopping.
Shopper events: See what your shopper has been looking at, and what’s in their cart. This can give you an idea of their tastes to help you make recommendations they’ll love.
Photos and videos: During a chat, you can access your camera roll to send photos and videos directly from your device. You can also take photos and videos live in the moment to show shoppers a snapshot of a product directly from the shop floor.
Invite shoppers in-store: Send shoppers an invite to come in-store when you’re available, perhaps to try something on or check out other products they may be interested in. Sure, they can visit the store any time, but this option feels more personal and lets you make sure they visit when you’re there.
Contacts: Chat gone well? Or maybe the customer wants updates on the stock in the future? Invite them to join your Contacts, where you can continue the conversation after your initial chat ends.
Product Cards: Send over any products you recommend. The card will show details about the product and lead directly to the product page, making it simple for shoppers to add your recommendations to their order.
Call and video chat: Sometimes, it may be easier to call your shopper if they’re interested. You can go audio-only to voice chat, or video chat to show them products in real-time. This is the best way to build their confidence to check out!
Saved replies: Your company will have added some on-brand replies to common questions – and you can add your own in your own voice too. This can help answer shoppers more quickly.
At the top of your screen, you will be able to see what items your customer has been viewing whilst browsing the website. This feature is called the Shopper Bag.
When there is a new activity, a blue dot will appear under the shopping bag icon. This could be that your customer is viewing a new product, has added a product to their basket, or made a purchase.
Additionally, when you first accept a chat and tap your keyboard, you will see pre-set Smart Greetings.
These greetings provide you with a quick & easy way to introduce yourself to all customers.
The best way to make an online recommendation to your customer is by sending a Product Card.
By tapping on a product, you will be able to view product information before sending it to your customer.
To send a product to your customer, simply tap the tag icon on the bottom left.
With the camera feature, you can send photos and videos directly from the shop floor. You can pull in content from your device’s camera roll or record live!
This feature should be leveraged to bring products to life; showing the size, scale, color or material, etc.
Tip: You should take the time to explain each product as they recommend them and be careful not to send too many product cards, as doing this can overwhelm customers.
To elevate your connections even further, you can utilize the video-calling feature. Calling your customer is the best way to build a more personal rapport. Simply tap the video icon next to the Shopper Bag to initiate a call.
There are many ways to connect while on the call. Both you and your customer are able to toggle your video on or off based on the type of connection that is best suited. When you end the call, you’ll return to your chat.
You also have the option in the Store App to manage call settings, including allowing shoppers to initiate a call themselves if you are happy for them to do so.
Tip: Remember, when you are taking videos or calling their customers, make sure you are doing so from a quiet part of the store to minimize background noise.
It is important to greet online shoppers and always let them know if it will take extra time to respond - for example if an item needs to be located on the shop floor to be photographed. Teams can make use of Saved Replies to do so quickly.
Tip: When a team member stops messaging without warning, the customer may think that they are no longer connected and leave the website. This can lead to poor customer experiences and missed opportunities to convert sales.
Saved Replies help you respond to frequently asked customer questions in an efficient, easy manner.
These replies are preloaded by your HQ and accessible as soon as you begin chatting. You can also build your own custom list based on what replies would be the most helpful for you.
If you are unable to assist with a query and need to pass it on to someone else, you can transfer a chat to another available team member.
Let your customer know that they’ll need to wait a moment whilst you transfer them to someone else, then tap on "Transfer to someone else” in the chat options menu.
Now you can select the available team or team members you would like to request a transfer. It’s important to send a short note explaining why you are transferring this customer. This will be used by whoever claims the chat to understand why the chat has been transferred and how they can help the customer.
The customer will never see this internal note. Let your customer know that they’ll need to wait a moment whilst you transfer them to someone else, then tap on "Transfer to someone else” in the chat options menu.
The team members you have selected will then receive your transfer request. The request is active for a limited period to ensure the customer is not waiting too long.
If your transfer is successful you will go back to your home screen. If no one is able to accept the transfer, you will be taken back to the chat. In this situation, you can try again or do your best to assist that customer.
Using our clienteling tool, Contacts, Product Experts can connect with customers offline and continue to build professional relationships.
The Contacts invite should be sent out at the end of every good-quality chat. We recommend adding a saved reply explaining the value of Contacts for Product Experts to utilize in tandem with the invite.
Adding customers to Contacts is a smoooth process. Just tap the Person Icon on the top right corner of the chat to initiate the invite.
Easily stay on top of outreach by setting reminders to reach out to your customers!
By tapping the bell icon on the top right of the chat, you are able to set a reminder. Which will then populate as a notification on your phone screen.
If you claim more live chats…
Claiming more live chats will create a better customer experience, as well as giving the product experts more chance of converting.
If you use features more often…
Providing our customers with all the information that they need in order to increase their chances of making a purchase.
If you make use of Contacts…
Actively using the clienteling tool which will establish loyalty with our customers and drive repeat purchases.
Did you know that you can also add contacts in-store to stay connected with customers you are meeting in person?
Simply tap the “+” icon in the Contacts section and add the Customer’s name and contact information. It will then sync under the “Added In-Store Tab”.
If your customer wants to visit the store, you can send an invitation complete with the store location and appointment details. When setting up an appointment, you are able to select the date and time. Once sent, you and the customer will be able to add this to your device’s calendar.
When finishing a chat, you should remind the customer that they can restart the chat at any moment. This helps ensure that no follow-up questions are left unanswered and increases the likelihood of a resulting sale.
