New Review feature: when Live Shopping strengthens customer relationships
May 12, 2023
Live Shopping allows users to discover products live and to establish a close relationship between the brand and its community. Internet users ask questions to the brand live, interact with it; all in a hyper immersive setting.
However, for this relationship to be meaningful, it's essential to build a strong customer relationship to optimize Live's results over the long term. Of course, it's all about building loyalty in your community; the more engaged customers will be more likely to leave comments and voice their opinions. The more space you give your audience to express themselves, the more they will feel heard and respected.
Maintaining a good customer relationship is a crucial element in creating a positive shopping experience for consumers. Customers are more likely to make purchases if they feel confident with the brand and have a pleasant shopping experience; this is especially true in the e-commerce sector where your customer may quickly leave your page and shop at a competitor.
As part of our continuous improvement and customer support process, we looked at how to use this valuable information without interrupting the user's caast Live experience. How to give voice to your community? How can you make your users your own ambassadors? How can you find out what their expectations and needs are? At caast, we have given this question serious thought.
Our new Review feature allows your users to give feedback directly during or at the end of your Live. Via a rating system, they can rate your Live and leave a comment if they wish. It's instantaneous, quick and non-invasive, allowing you to engage your viewers without taking them out of the live experience.
On the retail side, these customer reviews meet several challenges:
A well-built customer knowledge base can be a real competitive advantage for your brand. On the one hand, it facilitates your customers' research on your brand, products or services, by giving them all the information they need. On the other hand, it helps your customer and/or marketing departments to respond more effectively to the needs and expectations of your customers and/or prospects. But before getting there, there is a lot of information gathering to do.
After each Live, the Review feature allows you to access all comments and reviews from your user area on the admin. You can then export them and integrate them into your marketing management tools; but also use them in your campaigns and design highly personalized Live concepts. This way you can be as close as possible to your users' expectations.
By creating this new close relationship with your customers and your community, you will be able to know what they think of your offers; what their expectations are regarding them and obviously, their feedback on the Live in question. This transparency allows you to create a more engaged community where users become ambassadors. By systematically analyzing user satisfaction after viewing lives or replays, you can better understand the insights that work or not, and continue to improve your programs. These results will allow you to offer lives that are in line with the expectations of your viewers, with a view to constant improvement.
Live is not just a simple sales animation tool. It's a way of exchanging information that puts the customer at the center of the decision to share data. This valuable information can help you build your marketing strategies while establishing a framework of trust with your community. Live is a pivotal point, an end in itself, but also a way to nurture other spaces for discussion and sales with the audience.
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