Many frontline retail staff are experts in the products they sell but they’re underutilised when it comes to pre and post-sale service.
Using ServiceDock they can answer pre-visit customer queries and build rapport to improve in-store conversions. They can also help resolve post-sale issues, which improves CX and can reduce product returns..
We make it easy for consumers searching for your stores online to message store staff, which helps drive store footfall and in-store conversions.
By increasing the volume of digital touchpoints that offline customers have with your stores, we help you convert more of them to online customers.
Live web chats simply don’t work for busy store associates while a ringing phone creates internal conflict in terms of prioritising in-store customers or calls.
Messaging is the ideal for retailers with both offline and online stores because store associates can respond when convenient, it’s built for mobile devices and it’s easy-to-use. It can also be used as a web plugin to deliver on your omnichannel service promise.
Parts of the day are relatively quiet in many retail stores so having store associates messaging customers during these periods is a big potential productivity gain. It can also free up some head office staff from other tasks.
Handling store-specific complaints on social media can be very inefficient because the social care team are disconnected from the stores. ServiceDock enables your social care team to move these tweets to private messages that store managers can then respond to directly.
