There is no doubt that mothers hold a special place in our hearts. A recent study by Search Engine Journal reveals that US shoppers spend $21.2 billion on Mother’s Day as compared to $12.5 billion on Father’s Day. Mother’s Day provides excellent opportunities for businesses and brands to ramp up sales and improve the bottom line. And now is the perfect time; people are on the search for gifts for Mother’s Day.
However, we all know shopping for Mother’s Day this year is different. Stores remain closed or partially opened for shoppers. Given the pandemic, eCommerce is now an alternative shopping platform for the thousands of shoppers across the US looking to celebrate their mothers uniquely.
So, how have jewelry brands helped shoppers find a perfect gift for Mother’s day? Let’s explore how some jewelry brands are helping shoppers find the perfect gift for this auspicious day.
Showing Jewelry from Every Angle with Live Virtual Shows
Over the past year, COVID-19 has forced brands to get creative with their online retailing. Video retailing is now being widely adapted to provide personal one-on-one shopping assistance for brands to flourish in an era where in-person shopping is feeling like a way of the past.
Jewelry brands can incorporate live video shows into their online offering to replicate the in-store customer experience online. Brands can recreate a high-touch shopping experience with emerging virtual shopping technologies like those used by Tiffany & Co, Pandora and other luxury jewelry brands.
Unlike the other popular live stream platforms such as YouTube, on such brand that creates jewelry from highest quality glass crystals today has leveraged a Virtual Selling tool that allows shoppers to add items to their shopping cart without a need to leave the live stream. The platform empowers customers to interact with a product of their choice as an in-store associate shows them the jewelry from every side and angle. It also empowers agents to view a customer’s shopping journey with ease. Notably, agents can get quick access to pages viewed, product views, basket contents, purchase history and more. There are myriads of benefits that come with using a professional live-streaming platform. These include a streamlined broadcasting experience, privacy and security, analytics tracking, customer support, greater audience and much more.
Elevating the Shopping Experience with INSIDE Store App
In the current highly volatile marketplace, customer experience is a top priority for businesses looking to wade off stiff competition and improve their bottom line. A recent study by American Express reveals 86 percent of customers are willing to pay more for a better experience. Another research by the Temkin Group found that organizations that earn $1 billion annually should expect to earn an extra $700 million within three years of investing in customer experience. A helpful and informative sales agent can be an asset to your brand. And even more so if they have the right tools. The sales team’s expertise can make all the difference when a customer is shopping for an ideal jewelry gift for Mother’s Day. How can you empower your team to offer the best customer experience to prospects buying online?
Leverage technologies that replicate the in-store experience online with the INSIDE Store App to provide an elevated customer experience standpoint for your jewelry shoppers. This has been a game-changing offering for Tiffany & Co.’s customer service team.
The platform is designed to place product experts at the very beginning of the online shopping experience for exceptional customer support, with texting and video capabilities that mimic in-person communication. With this app, your store teams can personally recommend items that fit a customer’s taste and budget. It also allows for the sharing of photos and videos of how pieces look when worn. Tiffany’s team has been able to offer a personalized shopping journey and can use the live 1-on-1 video chat to benefit from a seamless experience from discovery to checkout. The key features of the INSIDE app include:
- In-store experience for customers shopping at home: The platform features top-notch video capabilities that allow your sales associates to demonstrate features of a piece of jewelry via one-way to two-way video calls.
- A seamless omni-channel experience: You can engage with your customers via multiple platforms, including SMS, live chat, video call, email, Facebook messenger, and more from anywhere and at any time. You can also proactively send a prospect a personalized link that enables them to chat with you directly or book a virtual customized shopping appointment. Best of all, customers decide the best times for them to reply using the INSIDE Store’s exceptional messaging capabilities.
Check out how the app works here.
Being There When Your Customer Has a Question
Integration of digital technology into business operations has empowered consumers to demand more from the organizations they do business with. The need for brands to be available in real-time has never been as urgent as now. A recent study published on HubSpot reveals that 82 percent of consumers expect an immediate response from brands on marketing or sales questions. Another research by the Customer Experience Impact Report shows 89 percent of people claimed they started doing business with a competitor because of a poor customer experience incident. Jewelry brands like APM Monaco and Olivia Burton Watches are improving their response time and engagement with online shoppers with the help of the omni-channel customer service tool designed to allow customers to talk to a human who has the relevant knowledge to help them find what they need. The tool provides real-time actionable insights across social media messages, chats, email or SMS, to help sales agents offer a fantastic customer experience. The platform also allows APM Monaco and Olivia Burton agents to manage several conversations across myriads of channels concurrently – and with the optional support of an AI-powered chatbot – thus improving productivity and reducing labor costs. One of the most powerful features for APM Monaco and Olivia Burton has been the INSIDE Store solution’s unique visual dashboard that provides a context for conversations to flow easily through multiple shopping channels, thus providing an exceptional 360-degree view of online shoppers. It is also designed to route conversations based on agent skills to guarantee the right conversation is routed to the right agent all the time.
Key Takeaway
In a nutshell, virtual retailing will define this year’s Mother’s Day shopping experience, given the pandemic measures currently in place. As the holiday comes and goes, the need for robust virtual retailing and clienteling tools designed to help your shoppers find exceptional gifts will remain. Powerfront is a trailblazer in providing industry leading tools used that enable brands and businesses to optimize engagement with online shoppers and personalize. Request a demo today to learn how brands like Tiffany & Co., APM Monaco and Olivia Burton are capturing more sales and replicating the in-store experience online.
