Why You Need A Way to Answer Customers Questions In Real-Time as a Retailer | Retail Today With Bob Phibbs, the Retail Doctor - Flash Briefing

Are you operating like it's the 1980s that people leave messages on phones and then get back to them? When your shoppers have an inquiry, they expect answers and that means when they're on your website, when they are on your app, when they're in your store, they want answers right then. So today I want you to look at how many ways are you available to your shoppers. So if you haven't set up some kind of call forwarding, whether that's going to go to a support center or it's going to go to your own personal phone, it doesn't matter. You want to answer questions, whether that's going to be through a text, it might even be through a chat on your website. It might even be a bot like I have on retaildoc.com. But the key is that you speak to customers when they want to have your information, right? When you get an inquiry, that should be a chance to say, "Hey, I have a chance to make a sale."

So make sure they can greet you and don't make them wait because you know what? The next person that answers their inquiry gets the sale.

If you love what you heard on Retail Today, connect with Bob by visiting retaildoc.com or send a message to bob@retaildoc.com. Thanks for listening!