As online retailers continue to see increasing sales, especially with the growing popularity among consumers shopping via smartphones and tablets, they need to ensure that as an online business they are not overlooking the role of offline channels of communication with their customers.
Depending on the market sector and the target audience, an important offline communication for many customers is a printed catalogue. Many online retailers do not use catalogues as they prefer customers to purchase online. It is important, however, to ease customer purchase in any way possible, and we find that these printed items do drive visitors to websites, and that these customers still purchase online.
Many online retailers offer only one contact method to their customers and potential customers – email. At Yes Response we find that our customers greatly benefit from additionally having customer carelines so that customers can ask questions about products or their existing orders and get an answer immediately. This greatly increases customer satisfaction and the likelihood of repeat custom. An option to place an order offline is also important to some target audiences, so online only purchasing options can potentially mean lost custom.
At Yes Response we are experienced in providing offline support for online retailers, including product storage and order fulfilment, catalogue despatch and inbound telemarketing. If you’re an online retailer that needs advice or support on using offline channels effectively, contact us now on 01889 561 400 or enq@yesresponse.co.uk
