Connect to Shoppers with an Online Sales Platform That Goes Beyond Basic Customer Service

Conversion and retention are the name of the game for virtually all modern ecommerce brands - and a massive portion of that comes down to the customer service a shopper receives at every step in their journey. While many merchants have made heavy investments in new customer service channels, there’s still a missing element in typical channels such as phone, email, live chat, or SMS - and that is 1:1 visual feedback. 

Ghost’s video-based online shopping platform lets shoppers and customer service associates interact as if they were having a conversation in a store. This gives the associate the opportunity to see specific things a customer wants to share - like their physical appearance, an outfit, or a physical living space - to help guide them to the perfect products for them. 

In turn, associates are also adding a human face to the online customer service experience, reducing the likelihood of a consumer getting frustrated or aggressive with customer support teams. 

Not only that, but support questions funneled through Ghost’s online shopping platform can potentially be resolved more quickly than they would via other methods of customer service communication.

Who should offer customer service-staffed online shopping support?

Viewing live video shopping as another customer service channel makes perfect sense; it’s a fantastic way to help shoppers' questions get answered quickly, which is one of the primary reasons why customers reach out to support in the first place. In fact, we’d argue live shopping support is actually the pinnacle of online customer engagement. 

If your business has a customer support team, a dedicated portion of that team could be focused on answering live shopping calls, or they can be handled by the entire team alongside other support channels. 

A primary difference with live shopping is how it’s offered on demand, as well as on an appointment basis - giving shoppers flexibility to get the answers they’re looking for on a schedule that works for them. Live shopping associates should be prepared to help funnel shoppers go from consideration to conversion, as a unique nuance in how customer support typically functions.

Leverage existing customer support team members

Your customer service team members are already experts on helping customers, your brand, and your products. Tapping customer experience members to answer live shopping calls is a way to elevate the role from responder to advisor. Plus, with metrics available on a by-team-member basis, it’s easy to see who your live selling superstars are.

Offer a new gold standard of customer experience with complete flexibility

Live video co-shopping offers more interactivity than any other type of traditional ecommerce support. Ghost’s video-based online shopping platform can be calibrated to your organization’s individual needs and desires. Choose what hours your live shopping support is available, toggle individual customer service team availability on and off, select where live shopping entry widgets are displayed, and offer shoppers the ability to book an appointment or connect on demand.

Fill gaps not covered by other support channels

The number one perk of Ghost’s online sales platform is the ability to engage through video. No more swapping emails with attachments back and forth. No more trying to describe an item over the phone or text. Instead, live shopping associates can get an instant glimpse of what a shopper is looking for support on. And for customers, they can get a closeup look at products they were considering.