This is a guest post by Amelia Curwen, Global Marketing Manager at Proximity Insight.
Proximity Insight partnered with JRNI to provide brands with ways to strengthen the customer relationship and put the customer at the heart of the brand, combining frictionless appointments and real-time clienteling services at the touch of a button. Together, JRNI and Proximity Insight form a strong partnership to provide the customer service wherever he or she happens to be, whether in-store or remote.
Joanne Fisher, Head of Customer Success at Proximity Insight says that “The metrics our customer success team consistently see across our clients are extremely compelling and clearly demonstrate that there is an increasing demand for appointment commerce style services, both in-person and remote, and the overall customer experience is greatly enhanced by clienteling and personal outreach.”
40% increase in average transaction value for in-person appointments
8 to10% of live chats converting to virtual appointments
15% conversion rate for online appointments booked via live chat and video chat
26% higher transaction value for virtual appointments when followed up with personal outreach
Across a wide range of retail verticals, customers want to be assured that they can shop safely, either in a store or by arranging a convenient virtual appointment to get a one-to-one consultation over video that shares knowledge and advice. Using Proximity Insight’s feature rich unified communications pre, during, and post appointment, the customer can receive product recommendations, personalized edits, and even payment links via social channels and messaging apps to ensure that the experience is completely seamless. This makes it easy for the sales associate to share important information and truly personalize interactions. This also ensures the customer has a clear call to action and can engage with queries, feedback, and purchases after the original appointment. Overall, customer satisfaction and trust is greatly increased, and the customer feels extremely valued.
The Proximity Insight formula for success, recently published in our third Taking Care of Retail report, focuses on three key areas to help brands to supercharge their ability to be personal, drive loyalty, and ultimately sell more:
Adopt a digital-first approach
Go fast, test, and learn
Personal is most powerful when powered by data
By using the combined technology features of JRNI and Proximity Insight, brands can utilize best-in-class technology platforms to provide extraordinary service to each and every customer.
“We choose our partners carefully and we are proud to work with JRNI as a trusted technology partner who, like us, really care about the end customer and constantly look to innovate and improve the customer experience.”
Co-Founder and CEO Proximity Insight, Cathy McCabe