In this blog, we explore how to use clienteling to boost sales online by implementing easy tools into your online workflow.
Step 1: Get to know your customers
No matter where the journey begins, online or in-store, capturing customer information and creating detailed profiles in your own database allows you to better understand your shoppers, allowing you to follow up with personalized and relevant recommendations.
There are typically 3 ways retailers can create smart customer profiles:
- In-store: Already loyal customers are approached by sales associates that registers them into a CRM list. The CRM is connected to Salesfloor, allowing them to instantly create a customer profile for each individual customer.
- Online through a simple CTA: Retailers can choose to use a simple CTA or form as a trigger to create a customer profile. Salesfloor is CRM agnostic and can start tracking customer interactions from there.
- Through a Salesfloor Connect™ widget: This widget enables customers to connect with various teams or specialists via text, live chat, schedule in-store or online appointments, all while automatically creating their profiles in seconds, with no need for lengthy forms. It’s an effective way for retailers to build meaningful engagement while maintaining a clear record of each interaction.
Creating a cookieless, omnichannel system to track customer interactions is key to gaining deep customer insight and anticipating their needs. It will also empower your sales associates to deliver personalized, relevant, and well-informed communications every time they connect.
Step 2: Multiply the channels of communication available to your online shoppers
Today’s customers expect instant, hassle-free ways to connect. Like many industries, retail has experienced a shift toward “Netflix-style” convenience, where consumers want full control over when and how they engage, and they’re no longer willing to wait. That’s why offering multiple communication options directly on your website is crucial to driving online conversions. This is especially important in categories like beauty, furniture and tech, where shoppers often seek guidance or expert insights or require a high level of personalization before making a purchase. With a simple tool like Connect™, customers can instantly reach out through their preferred channel, whether it’s text, chat, or a live appointment and get connected to an associate at the nearest store. This flexibility not only supports real-time decision-making and online purchasing but also allows customers to reserve products and complete their purchase in person if they choose to. Offering personalized, expert guidance has shown great results, with proven increased average order value, 20% increase in conversion rates and 4.2% increase in customer lifetime value.
Step 3: Use AI to help your sales associates engage with customers
A successful clienteling program depends on consistent and effective outreach to build lasting customer relationships, increase loyalty, and drive repeat business. When store associates struggle with outreach whether due to time constraints, uncertainty about what to say, or lack of confidence in their messaging, customer engagement suffers. Inconsistent communication can lead to missed opportunities, lower conversion rates, and a diminished customer experience.
This is why Salesfloor has developed a powerful new integrated AI messaging tool that will soon allow retailers to craft engaging messages and timely reminders in seconds using simple prompts. With built-in AI assistance, sales associates will be able to effortlessly create polished, targeted emails and 1:1 communications: whether by generating content from prompts or refining existing messages by correcting typos, grammar, and inconsistencies. As part of the launch, the AI assistant will also suggest reminders and follow-ups through the automated tasking tool, helping associates recommend the right product to the right customer at the perfect time with tailored message suggestions.
If you are interested to learn more about how Salesfloor can help retailers by implementing clienteling and AI tools in their sales strategy, don’t hesitate to book a free demo with one of our specialists.
