Before the visit : capture, understand and personalize
The customer experience starts with the first digital contact. A customer who visits your site or Google listing, interacts with a chatbot, or searches for your store via a store locator is already in your journey. This moment is decisive, it is often where the first impression is made.
Today, the most successful retailers know how to orchestrate this first interaction using intelligent tools:
- A chatbot and an appointment scheduling widget that direct you to the right advisor (Find out how in this article);
- A contextualized form that collects relevant data on the need;
- An enriched store locator that offers an appointment in the right store.
Why is it strategic? Because these contact points make it possible to collect valuable data even before the visit: the customer's project, expectations, budget, ideal time to discuss...
This information then feeds your CRM and marketing automation tools, facilitating large-scale personalization. So your customer is welcomed as a VIP, as soon as they arrive in the store.
In store : streamlining the experience, valuing teams
Once in store, the customer experience must be fluid, human and effective at the same time. This is where making appointments on site or queuing up digitally comes in. Imagine: your customer arrives, he is expected, recognized, taken care of immediately. Less waiting, less frustration, and more time to create a real relationship.
Want to know more about the symbiosis between human and digital in customer relationships? Read this article on enhanced customer relationships.
On the retailer side, the benefits are concrete:
- Better team organization;
- Reliable business forecasts thanks to consolidated data;
- And above all, a consistent customer experience from one point of sale to another.
Data from appointments and attendance make it possible to adjust staffing, anticipate peaks of activity and better distribute your resources.
The example of Club Med illustrates this model perfectly: by digitizing the management of its appointments, the group has streamlined its customer journey while optimizing the work of its advisers.
Discover the complete customer case here.
After the visit: build loyalty intelligently
Too many retailers forget this crucial phase. However, the post-visit is one of the most powerful moments to anchor loyalty. Thanks to the data collected before and during the appointment, it becomes possible to personalize post-visit actions:
- Sending a thank you email;
- Invitation to an exclusive event or workshop;
- Targeted offer based on the products viewed;
- Satisfaction survey or redirection to the reviews on your Google listing.
To go further, see our article on customer loyalty: you will see how to transform a transaction into a lasting relationship.
Even after-sales service becomes an opportunity, the customer is recognized, his history accessible and proactive follow-up reinforces trust. A customer who is well supported after the purchase often becomes your best ambassador.
Connecting data for a seamless customer journey
What differentiates a good experience from an unforgettable one is not only the quality of service but the continuity of the data.
Each chatbot interaction, appointment, purchase, after-sales service must be linked in the same ecosystem. That's what we call a unified omnichannel customer experience.
Thanks to this global vision, retailers can:
- Identify the points of friction along the way;
- Anticipate customer needs;
- Predicting peaks of activity;
- And personalize interactions in real time.
To learn more about the subject, discover how the customer experience becomes a lever for sustainable engagement.
Retail is thus entering a new era, that of connected data at the service of humans.
Because basically, digital technology does not replace relationships, they strengthen them!
The omnichannel customer experience, a growth engine for retail
The studies are unanimous:
- 86% of buyers are ready to pay more for a better customer experience (Source);
- Customer-focused businesses are 60% more profitable than their competitors (Source) ;
- 77% of customers recommend a brand to friends and family after a positive experience. (Source).
In other words, the customer experience has become the first driver of differentiation. It cannot be decreed, it is built with tools, data and a real vision.
Agendize, THE solution that connects all points of the customer journey
Offering a consistent customer experience at every stage, from the first click to the last smile, is the challenge that Agendize takes up alongside the biggest retail brands.
Our all-in-one solution allows you to:
- Manage online appointment scheduling, digital queues and intelligent chatbot/voicebot;
- Consolidate customer data in the same space connected to your CRM and BI tools;
- Streamline the internal organization and anticipate peaks of activity;
- And above all, offer an intelligent omnichannel customer experience that is seamless, from digital to physical.
Thus, Agendize transforms each interaction into an opportunity for purchase, customer knowledge and lasting relationships.
Because in the end, a satisfied customer does not come back by chance. He is coming back because we understood him.
Do you want to take the step towards a new generation customer experience?
Download our free white paper: “The new generation of appointment scheduling and scheduling management solutions” and discover how to connect your touchpoints to better convert, retain and perform.
Contact one of our experts to take advantage of Agendize expertise and find out more about the feasibility of your project.
