Retailers are discovering the role video can play in enhancing their ecommerce customer service program. Providing high-impact and visually engaging assistance for common questions and concerns shows your customers that you’re committed to resolving their issues.
In this Google Hangout video, Multichannel Merchant Managing Editor Tim Parry discusses video engagement with Robert Reed, Video Producer for Blinds.com, and Kenna Hilburn, Liveclicker’s Senior Video Commerce Strategist.
“Our overall goal here is to make the purchase of complex products surprisingly easy and exciting.” Reed says in the video. “If we can present information in short, relevant bits, that really does make a difference to the customer.”
But in order to increase your engagement across your site, you need, first and foremost, to have engaging content, which is something Hilburn says Blinds.com has always done well.
“Through the utilization of testing and optimization and really diving into analytics, they are really able to make that good content even better,” Hilburn says in the video. “Once you get your customer there, you have to have content that is going to engage them, answer their questions and fulfill those needs that they’re looking for.”