More and more of the customer journey is taking place online. And customers are basing their opinion of brands on the types of experiences they provide (especially on mobile devices). 54% of customers think companies need to fundamentally transform how they engage with customers.

Customers are clearly ready for better engagement—how is your retail business adapting? Consider the following tools and templates to improve engagement by interacting with customers on the channels they prefer:

1. Web chat on your website

75% of customers expect companies to use new technology to create better experiences. As customers search your website for information, a web chat option can connect them with the right answers (store hours, contact information, etc.) or customer service representative for more complex questions.

Implementing a chat feature on your website enables customers to receive personal, helpful information in real time. You can use AI to provide humanlike responses to FAQs 24/7, initiate transactions, or connect with a local representative via text message.

>>)

6. Review ask

Reading reviews is standard for most customers in their journey; writing reviews should be too. You can make this step easy for customers with a post-purchase review request via text message. This simple invitation creates opportunities for customers (and potential customers) to engage with your brand via text, on review sites, and in search results (since reviews boost your search ranking).

Thanks for your purchase, Shawn. Can you help Grover’s Jewellery Co. grow by taking 30 seconds to leave a review? (link)
(Google Review) Carson helped me find the perfect gift for my wife. Great customer service.
We’re happy to hear that. Thanks for the review!

7. Inventory check

Resolving as many pre-purchase concerns as possible will increase the likelihood of conversion and customer satisfaction. Whether you answer these questions on your website, via text message, or Facebook Messenger, customers need answers before making a decision. Let customers know that they can message you to check for inventory before driving to the store or making an unnecessary phone call. From here, customers can be one click away from purchasing or initiating a curbside pickup.

Learn additional strategies to engage modern customers with our e-Book, Rethinking the Local Retail Experience

7 marketing tools and templates for better retail customer engagement

Ready to grow?