Messaging shoppers

6 key messaging features

The Virtual Shopping Store App provides you with 6 messaging features, designed to help you sell to your customers.

Messages - Type and send messages to your customer

Photos & Video - Access your camera roll, take photos and share videos with customers

Product Recommendations - Access your online catalog and share tappable links that guide your customer to product pages

Invites - Arrange an appointment or share your store location

Saved Replies - Choose from a list of template responses, designed to save you time

Calling - Call your customer and continue your conversation via audio or video

You'll find out more about these features in the sections to follow.

Joining an online chat

See what your customer is browsing

When you arrive in a chat, you will be able to see what items and categories your customer has viewed and what they have purchased - via the Shopper Events carousel. This will automatically open at the start of a chat - and you can access it again later by tapping the shopping bag in the top right corner of the header.

When a blue dot appears under this icon, this means there has been some new customer activity you may want to check out.

Tip: Use Shopper Events to understand your customer and tailor your recommendations to their browsing habits.

Check their name, location, and online status

You'll also be able to see the customer's name or Customer ID via the chat header, as well as find out their approximate address and whether they are currently online or have left a message.

Tip: If the chat you have accepted is a Left Message, you will also be notified via an alert at the start of the chat. For more information tap here [link to Left Messages].

Sending messages

Once you have joined a new online chat, you can start messaging with your customer right away. Make sure you read their query carefully, so you can understand what kind of advice they are looking for.

When you're ready, you can type and send messages via the keyboard composer. To make it quick and easy to greet your customer, The Store App also provides you with a menu of pre-set messages above the composer. Tap these to automatically send them to your customer. It's a simple way to make a great first impression.

Tip: If you do not want to begin the conversation with a greeting, then begin typing, and the greeting menu will disappear.

Sending product recommendations

The quickest and easiest way to make online recommendations to customers is by sending product cards. You can find all of the items that are available on your website here, and recommend these to your customer.

You can navigate through the items by searching for keywords, and using filters or categories. By tapping into a product, you will be able to see more photos and information on the product.

To send a product to your customer, simply tap the ‘+’ icon on the right.

Just like you would when speaking to a customer in-store, make sure that you are taking the time to explain why you are making this recommendation to your customer, and be sure not to overwhelm them with choice.

Tip: You should send a product card whenever the item that you are recommending to your customer is available online.

Sending photos and videos

Customers may want to see a product in a little more detail. Using the Store App you can send photos and videos directly from the shop floor.

Make sure your photos are always clear and taken in a well-lit area of the shop.

If you're recording videos, make sure there's not too much background noise.