Video: Research shows that video attracts and keeps consumers’ attention. But it’s also an effective way to create connection. The good news is that millions of people are now familiar with some form of video conferencing.
When Michaels craft stores had to forgo their in-person classes, they created video tutorials to keep their customers connected and engaged with the crafting community. Home Depot did the same thing with home improvement. And when financial institutions had to close their branches, they shifted to video appointments. This helped maintain the personal banker connection, capped off with a more efficient, less paper-intensive enrollment experience.
Mobile apps: With smartphones now making up 40% of all e-commerce and the momentum continuing to move toward mobile, every business should look at how mobile apps can improve the customer experience — whether that’s ordering an item for pickup, scheduling appointments, or asking a question about a purchase or service. .
The survey showed that commerce and e-commerce interactions are primed for the greatest mobile growth — particularly for Gen Z and millennials. But don’t forget to communicate about all that your apps can help them do.
Conversational commerce: The data made it clear that convenience is key, so look for ways to help your customer get what they need in simple, self-service ways, like using AI chat bots to reduce long queue times. Sixty-nine percent of businesses said reaching out via chat or email significantly or somewhat increased during the pandemic. “Chat bots are the hot trend right now in technology,” says Steinhour. “Many tech companies are not only using them for their own sites, they’re creating them for others.”
Emerging technologies: Be it AR, VR, 3D, or voice activation, these technologies can create incredibly rich experiences that will help replace the in-person connections we’ve lost. Think 3D video conferencing. Virtual dressing rooms. And VR doctor visits that feel like the doctor is sitting in your living room. “Voice activation use is also accelerating right now,” says Steinhour. “People love the convenience and it untethers them from their chairs.”