Post by nurnobisorker70 on Oct 31, 2024 1:22:21 GMT -5
We close this mini-series by discussing a key element of the user experience that characterizes many e-commerce sites, particularly those of pharmacies and parapharmacies: sales assistance via an operator .
The role of the pharmacist in care
Customer Service Intelligence
The key to excellent service
The role of the pharmacist in care
In this type of assistance, which can be done via live chat by phone, the role assumed by the pharmacist is fundamental to give the right advice to the customer . For many customers, this even becomes the preferred channel to identify the products suitable for their needs; Part of the target audience of this type of company is in fact accustomed to approaching online exactly as they do offline, that is, to expose their symptoms to the pharmacist in search of advice on the right medicine to take.
We are therefore talking about a type of e-commerce in which this point of contact contributes fundamentally to the results. However, there is no doubt that as the virtual phone number service number of visitors and customers increases, it is necessary to be able to structure ourselves with the right tools in order to make the work of operators/pharmacists faster and more efficient ; Without this step, we risk not being able to make our business scalable.
Customer service, whatever the means by which it is delivered, can undoubtedly also be a very valid tool to try to increase the value of the product sold, also managing to cross-sell and up-sell in an extremely convincing way.
It is also clear that, just as with the physical channel, a high level of service helps to retain customers. And in a market as competitive as that of online pharmacies – where the price lever is often the most exploited – this can make a huge difference in terms of margins.
Customer Service Intelligence
To make this service scalable and efficient, it is therefore necessary to be able to combine these three factors in a single tool:
Simplified operation for the service agent
Increased business efficiency
Best customer service
Through advanced personalization marketing systems , it is possible to leverage knowledge of user behavior, as well as their purchase and browsing history to make suggestions to the operator while chatting with the customer.
customer service intelligence
The key to excellent service
Customer recognition, combined with the predictive capabilities of AI, is actually the main key to being able to provide excellent service.
Thanks to an advanced Profiling and Segmentation system , in addition to indicating who the person is with whom you interact, also for anonymous users, users will be able to suggest to the operator the products that may interest them most, possible dedicated promotions, indicate if they already have products in their cart, what they have purchased in the past as well as obviously the segments to which they belong.
Recognizing one of our customers and getting help from AI to suggest the best products becomes an extremely winning mix to make them feel satisfied, just like it happens when they are recognized as a loyal customer in a physical store. To learn more about profiling and managing communications with consumers, we invite you to read the first two articles in our series dedicated to online pharmacies:
The role of the pharmacist in care
Customer Service Intelligence
The key to excellent service
The role of the pharmacist in care
In this type of assistance, which can be done via live chat by phone, the role assumed by the pharmacist is fundamental to give the right advice to the customer . For many customers, this even becomes the preferred channel to identify the products suitable for their needs; Part of the target audience of this type of company is in fact accustomed to approaching online exactly as they do offline, that is, to expose their symptoms to the pharmacist in search of advice on the right medicine to take.
We are therefore talking about a type of e-commerce in which this point of contact contributes fundamentally to the results. However, there is no doubt that as the virtual phone number service number of visitors and customers increases, it is necessary to be able to structure ourselves with the right tools in order to make the work of operators/pharmacists faster and more efficient ; Without this step, we risk not being able to make our business scalable.
Customer service, whatever the means by which it is delivered, can undoubtedly also be a very valid tool to try to increase the value of the product sold, also managing to cross-sell and up-sell in an extremely convincing way.
It is also clear that, just as with the physical channel, a high level of service helps to retain customers. And in a market as competitive as that of online pharmacies – where the price lever is often the most exploited – this can make a huge difference in terms of margins.
Customer Service Intelligence
To make this service scalable and efficient, it is therefore necessary to be able to combine these three factors in a single tool:
Simplified operation for the service agent
Increased business efficiency
Best customer service
Through advanced personalization marketing systems , it is possible to leverage knowledge of user behavior, as well as their purchase and browsing history to make suggestions to the operator while chatting with the customer.
customer service intelligence
The key to excellent service
Customer recognition, combined with the predictive capabilities of AI, is actually the main key to being able to provide excellent service.
Thanks to an advanced Profiling and Segmentation system , in addition to indicating who the person is with whom you interact, also for anonymous users, users will be able to suggest to the operator the products that may interest them most, possible dedicated promotions, indicate if they already have products in their cart, what they have purchased in the past as well as obviously the segments to which they belong.
Recognizing one of our customers and getting help from AI to suggest the best products becomes an extremely winning mix to make them feel satisfied, just like it happens when they are recognized as a loyal customer in a physical store. To learn more about profiling and managing communications with consumers, we invite you to read the first two articles in our series dedicated to online pharmacies: