How Virtual Consultation Helps in Growing a Retail Business

Technological advancements are reshaping the retail sector rapidly. While physical stores remain significant, e-commerce is experiencing tremendous growth. Novel approaches to marketing and sales are also emerging. 

In fact, online sales accounted for 19.4% of global retail sales in 2023 and are projected to reach 22.6% in 2027.

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To stay ahead in the competitive market, retailers must devise creative strategies to connect with customers and build trust. There is also the need to offer personalized services that foster customer loyalty.

Virtual consultations provide the perfect blend of the convenience of online shopping and the experience of shopping at a physical store. Retailers can directly connect with customers, answer their questions, and provide tailored recommendations in real-time. 

In this post, I'll discuss how you can use virtual consultation for growing a retail business and enhancing the customer experience.

What is Virtual Consultation?

A virtual consultation is a remote meeting with a professional using digital communication tools. It offers a flexible and convenient alternative to traditional in-person meetings.

There are multiple ways to conduct virtual consultations, including:

• Video Chat: This is the most common form of virtual consultation, allowing you to see and speak with the customer in real time. This form of consultation allows for visual cues and a more personal experience. You can replicate many aspects of an in-person meeting using a video conferencing platform such as Zoom, Skype, Meet, and others. Increasingly, store associates are engaging with customers through video chat, providing personalized assistance and product recommendations online.

• Live Chat Integration: Retailers can offer live chat options on their website. They can integrate the feature so customers can connect with a consultant in real time, allowing them to ask questions about products or troubleshoot issues. Store associates now use live chat to interact directly with customers, acting as digital brand ambassadors and delivering a seamless omnichannel experience.

• Social Media Engagement: You can host live sales events on social media platforms. Here, consultants showcase products and answer questions from viewers in real time. They can also conduct Q&A sessions to address concerns and showcase their expertise.

Benefits of Virtual Consultation for Growing a Retail Industry Business

Virtual consultation is a powerful tool for connecting with customers across different locations. Incorporating virtual consultation into your business strategy helps you expand your reach, personalize customer experiences, and drive sales. 

Here are 6 advantages of virtual consultations for growing a retail business:

1. Enhanced Reach and Accessibility

Traditionally, a retail business’s customer base was limited to the geographical location of the store. In this era of digital communications, virtual consultations and online purchases are the norm. Physical constraints are becoming less significant.

Virtual consultations can help extend your reach beyond physical store locations. You can leverage video conferencing or chat-based platforms to connect with customers across a wider geographic area. This is an effective strategy to help expand your customer base. Virtual consultations also enable retailers to test and enter new markets and new locations without the overhead of physical expansion, allowing for market assessment and adaptation before committing to permanent stores.

Video conferencing platforms are particularly beneficial for niche or specialized markets. These platforms allow experts in specific fields to connect and collaborate more effectively.

For instance, a company specializing in creating animated explainer videos could use video conferencing to collaborate with customers worldwide, discuss project details, and even review the pricing of their video animation services. This way, you can cater to a broader audience without the constraints of physical proximity. While traditional retail relies heavily on foot traffic to drive in-store sales, virtual engagement allows you to reach customers far beyond your immediate area, reducing dependence on local customer volume.

Virtual consultations also provide flexibility. You can decide when you are available for customers to contact you. Customers with busy schedules often find visiting stores during regular operating hours challenging. With virtual consultation, customers can connect with experts and pre-book an online session at their preferred time.

For instance, Reitmans, an apparel brand, has embraced this trend with their free virtual styling sessions. In just four simple steps, customers can book a video consultation with a style expert and receive personalized wardrobe recommendations.

This increased convenience and accessibility can translate to a broader pool of customers and the potential for more sales conversions.

2. Customer-Centric Experiences

Virtual consultations for growing a retail business have many benefits. One significant benefit is the ability to facilitate personalized experiences for customers, enabling personalized shopping experiences that cater to individual needs and preferences.

Customers can engage in meaningful, two-way communication with knowledgeable sales associates or consultants.

This direct interaction enables quick resolution of queries and clarification of doubts. Consultants can provide real-time feedback, creating a seamless and engaging customer experience. Understanding customer preferences during these consultations is key to delivering tailored recommendations that add value.

The personalized nature of virtual consultations enables businesses to build stronger customer relationships, as virtual consultations help build relationships by fostering trust and rapport through direct, interactive engagement.

According to the Attrock ecommerce marketing strategies guide, a personalized approach inspires confidence in customers. It also increases the likelihood of converting their inquiries into successful purchases by supporting the entire customer journey, from initial engagement to post-purchase follow-up.

3. Streamlined Customer Service Interactions and Support

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Virtual consultations help streamline customer support functions and foster lead generation and nurturing. They also improve overall business operations by increasing efficiency and flexibility in handling customer inquiries. It also makes it easy for potential customers to learn more about your products or services.

It simplifies connecting with potential customers who are genuinely interested in your products.

You can also nurture leads more effectively with virtual consultations. You can gather valuable information about customer needs and pain points through customer service interactions. You can use the insights gathered to tailor follow-up communications.

Unlike in-store interactions, virtual consultations allow for the remote management of multiple consultations. Virtual consultations leverage integrated tools and technologies to streamline the customer support process.

Digital platforms like video calls or live streams can help you connect with customers and address their concerns or service requests, enhancing customer service interactions.

These platforms have features like screen sharing, product demonstrations, and instant messaging. These features enhance the interactive experience and facilitate seamless communication.

For example, a consultant can use a video conferencing platform to conduct simultaneous consultations with customers browsing a product online. Through these virtual channels, agents deliver expert advice and support efficiently.

The expert can use screen sharing to guide customers through different product options. The expert can answer sizing and material questions or leverage augmented reality features on the platform to virtually illustrate the product’s usage. These can help businesses with limited, dedicated in-store support personnel during high-demand periods.

Customers can also initiate consultations on-demand, significantly reducing wait times. This streamlined approach can help you optimize resource allocation for customer service functions and achieve maximum effectiveness in meeting customer needs.

If you’re looking for an easy way to integrate virtual consultations into your retail business, tools like TIMIFY can streamline the process. With TIMIFY, customers can seamlessly book virtual appointments with sales experts, receive personalized product recommendations, and enjoy a smooth, interactive shopping experience—all without leaving their home.

4. Data Collection and Targeted Marketing

You can gather valuable customer data during virtual consultations. This data can include product categories of interest, desired features, budget constraints, purchase history, and customer behavior during the consultation. Analyzing purchase history and customer behavior helps inform marketing strategies by allowing you to segment customers and personalize offers based on their past actions and preferences. You can utilize interaction transcripts and recordings to identify customer pain points, product knowledge gaps, and areas for improvement.

Additionally, you can analyze consultation times for specific product categories. These insights, combined with market research based on consultation data, can help you improve your overall customer experience and drive business growth.

The data can help you identify areas with prolonged consultation times due to complex product features or customer indecisiveness.

Analyzing the customer’s journey can provide valuable insights to optimize your online sales funnels. It can also make the purchase process smoother and more efficient.

This customer feedback loop can allow for targeted training of support staff, optimization of product information online, and the development of more effective marketing strategies that increase customer lifetime value.

5. Enhanced Customer Engagement and Conversion

Virtual consultation enables real-time engagement. It allows customers to receive immediate assistance and support whenever they need it.

Virtual consultations can provide a safe space for exploration and discovery. Customers can enjoy a calm and personalized experience, free from the pressure of salespeople or the overwhelming array of product choices in a physical store environment.

Customers can openly discuss their needs, preferences, and concerns to receive detailed answers. This personalized guidance can help customers find the right products and enables consultants to cross sell complementary items, enhancing the overall value of each interaction.

Virtual consultations allow retailers to present visually appealing products or services. This strategy enhances the overall shopping experience and creates new opportunities to increase sales.

Through live demonstrations, virtual tours, or one-on-one consultations, online shoppers can explore products in detail, ask questions, and receive expert guidance, replicating the in-store experience while they shop online with personalized support.

This immersive approach can improve customer engagement, boost conversion rates, increase sales, and boost customer retention. Customers are more likely to buy when they clearly understand the product and feel confident in their decision.

6. Relationship and Customer Loyalty Building

The importance of virtual consultations extends beyond offering assistance. It can also foster a sense of community among customers. 

By creating a space for interaction and engagement, businesses can encourage customers to share their experiences, ask questions, and connect with like-minded individuals. This sense of community can strengthen customer loyalty and increase brand advocacy.

Regular check-ins, follow-up consultations, and feedback sessions can create a continuous dialogue, reinforcing the relationship. Online course platforms, for example, enable several personalized touchpoints and channels, allowing customers to connect with the business on their terms. 

This approach not only helps in addressing customer concerns but also makes customers feel like they are part of the brand's journey. 

Final Thoughts

Ecommerce and the influence of technology have revolutionized the retail industry. Virtual consultations combine the convenience of online shopping with the personalized service of a physical store. 

Strategically using virtual consultation for growing a retail business is essential.

Incorporating virtual consultations into your strategy helps you connect with customers and drives long-term growth. This allows you to expand your reach and provide exceptional customer service while gathering valuable data and fostering customer loyalty.