Brick-and-mortar retailers continue to seek out ways to expand their online sales and overall customer base. While more than 90% of retail sales occur in physical stores, the majority of consumers are turning to digital tools and channels to research and compare products.
Purple Cloud has introduced a live chat technology designed specifically for online shoppers who plan to make a future purchase in a brick-and-mortar store. The platform connects a customer researching online directly with an associate at the nearest location. From there, the associate can have real-time conversations with the consumer, encourage them to visit the store and even help complete the final in-store purchase.
A variety of additional features, such as text messaging, video chat and photo sharing capabilities, also are included in the Purple Cloud platform. Associates can access consumers’ browsing histories by accessing a consolidated timeline that keeps customer interactions organized and searchable. However, conversations are encrypted from end-to-end, and destroyed when complete, so information is safe and secure.
To make the Purple Cloud chat feature available, retailers can implement a “message now” button on their e-Commerce sites. Should users have any questions or concerns, the Purple Cloud team is available to provide technical support.
