In November, your virtual agent will help your customers in the reflection phase in the search for gifts. We explain how to best approach this period (+ special mention to Black Friday at the end of the article).
First, when your visitors arrive on your site, you need to succeed in capturing their attention and quickly direct them to the specific pages that interest them.
🎄On your homepage
We advise you to set up classic paths because you don't know yet what type of customer you are addressing. The message should be clear and general in order to reach the widest possible audience.
You can put forward paths like these:
- The best sales at Christmas
- New products of the year
- Current promotions
- Find a personalized gift
Without forgetting that the priority for your customers will remain the delivery times and the deadline by which they can order in order to be delivered before the 24th at night.
In order to capture the attention of your visitors on your "Christmas Special" content, we invite you to put an "Attract" trigger after a few seconds. Your virtual agent will gain in visibility and will have more chance to seduce your visitors.
🎄On your Product Categories pages
i. Adapting the home buttons.
Once on these pages, your customers are in search (more or less precise) and getting closer to the potential purchase. It is then essential to adapt your buttons by customizing them further. Below are a few ideas of topics to push:
- Need a product tip?
- Learn more about item returns
- Delivery options
- Restocking times
ii. Connecting to Live Chat
If you have a live chat, redirect your customers to it only in special cases, for example a request for product advice. In order to perfectly understand the customer's request and to determine if it has value or not, set up a complex path that will gather a maximum of information to know the nature of the request.
iii. Set up an advice path
When your visitor is looking for a gift, it is difficult for him to choose the best option. The pathways that are essential at this time are product advice pathways, such as a gift advice pathway. This will help your customers find the perfect gifts based on specific criteria (budget, age, interest, grade, etc.) in a more efficient way.
🎄 On specific product pages
i. Deploy specific questions
Once your customer has found a product they are interested in, they may go on to purchase it. This is when your virtual agent will have a role as an advisor to answer all your customer's questions in order to convince him in his purchase.
You will then have to train him, as you would an in-store advisor, in order to make him as efficient as possible in accompanying your future customer. His questions will have to be relevant, for example he will be able to ask your customer about
- His use of the product
- Why other buyers like it
- What other complementary products might appeal to him.
ii. Push video triggers
A good way to attract the attention of your customers and convince them to make a purchase is the video trigger, which will bring a more pictorial recommendation on a product (customer review, usage tutorial, 360° presentation) or an ad on a product.
The advantage of a video trigger is that the customer will be able to see the video of your choice on a best-selling product for example, without even having clicked on the widget.
You can choose the type of trigger you want, depending on the page the customer will be on to push a video.
🏷 💰 Black Friday
Black Friday takes place on November 26 this year which is just under a month before Christmas. The tips reported above are perfectly valid for this period, especially since many will start their Christmas gifts during this event.
Nevertheless, here are some specific tips to use on the day(s) concerned:
Highlight your promotions/promotional codes during this period.
Think about the flagship products and enhance the product pages with video triggers or Engage.
Anticipate the recurring and time-consuming questions that you will receive related to order tracking, delivery times, returns... We invite you to check that all these paths are up to date and allow customers to have a clear and precise answer.
Take a look at the learning process in order to detect any questions that your agent has not yet answered, but that your customers have asked.