Irish retail customer engagement platform ServiceDock has recently launched a new store messaging solution for multi-unit retailers.
'The new platform allows consumers to contact the local outlet of a preferred retail chain directly from Google search results, Google Maps and WhatsApp to ask questions about stock availability and product features,' the company explains.
'Messaging from Google search results or WhatsApp provides a more convenient way for customers to contact stores than a phone call,' it adds.
Store staff can respond using ServiceDock’s messaging app, unlike a phone call which will ring out if it’s not answered and that could be a lost sale.
“We’ve spoken to retailers who are experiencing 20-times the volume of store queries over the phone now compared to pre-lockdown levels," Oisin Ryan, ServiceDock’s CEO and founder explains.
"This is being driven by customers wanting to check that the product they need is in stock and enquire about click-and-collect orders etc. Consumers are not browsing anymore. They’re visiting stores with a job to be done and they want reassurance that the store has what they need. Retailers are struggling to cope with the increased volume of phone-based queries," he adds.
Messaging-Based Customer Service
Founded in 2016, ServiceDock is an Irish company specialising in messaging-based customer service and feedback solutions for retail chains.
"Traditional retailers have always struggled to compete with the standard of digital customer service provided by online competitors," said Ryan.
"Now they have the tools to combine physical and digital service so they can outshine those online competitors. We’re so confident of the value add that we’re offering a free trial to the first 10 retailers who sign up,” he adds.
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