Mystery Shopping Solutions
These days many retailers and businesses are running their own website and dedicated online store, in addition to a physical brick-and-mortar location, to get more customers. Due to this move the consumers now have a wider range of contact points with the business.
To help businesses offer great and consistent shopping experiences, business owners as well as operators need to know how consumers are perceiving their business site, it’s usability, and the whole experience of browsing the website.
Our Mystery Shoppers will help you and your business marketing team understand these experiences. This gives you an edge when dealing and responding to the customer and you can maximize the performance of your online business.
Online Mystery Shopping is a technique used by business managers and marketers to know what image their company is projecting to its customers through usability and performance of their business/e-commerce website and online support systems.
Our “shopping” team shows you how people experience your products or services through your website. We also compare the experience of your customers with that of your competitors.
We are a leading mystery shopping agency with representation in different markets and regions of the world. Our advisors are experts within many industries which, along with our knowledge, offer you a deep understanding of the customer service experience delivered on your business website.
WHAT DO WE DO?
Measuring the Online Shopping Experience
Through mystery shopping online a mystery customer visits your website to purchase a product, and evaluate the website usability, and customer service received. They also evaluate your social media pages on Facebook, Twitter, Instagram, etc, and contact forms and online customer support on your website.
To determine the quality of service your company is offering the evaluator analyse the aspects such as the quality and timing of the response, the kindness and education as well as the “tone” employed by the customer service representative as well as his willingness to resolve the concern. Through this, we can identify possible failures and provide the necessary data so that the company can address them.
Online Customer Experience
One familiar complaint of many customers is that they never get answers to messages they have sent. The customer service leaves much to be desired, they do not solve the doubts that the client has posed thus it gives the negative image that the company cares not at all about their concerns and provides very little or no resolution.
Ask yourself this, “Is it really how the user feels behind their screen?” Is the impression you generate through online contact favourable or needs improvement? What should we solve?
Through the mystery online shopping you will see how the end customer’s experience is when it comes to contacting the company through social networks, chats, and or contact forms.
The level of efficiency in customer service and in the process of managing online business transactions is the crucial turning point of any business. How you value your customers which will influence their feedback is what makes your company have more or less benefits.
WHY YOU SHOULD CHOOSE US
To strengthen your link with your customers
Monetary solutions (for example discounts) and structural solutions (e.g. subscriptions) are no longer sufficient to create or maintain a link with the customer. The client of today wants to have an emotional bond through an enthusiastic contact person which gives them the personalized attention they want.
Ultimately to boost your sales and profit
Customers with a positive experience spend more than the average shopper. This positive experience is closely linked to the employee’s attitude. Here too the client’s emotions play a very important role.
Are you interested in availing of our Mystery Shopper service to jump start the growth of your online business? Do you think our services can be applied to your company? The answer is “YES!”
Perfect, we love being able to help! Contact us now!
Our Business Questions and Answers has more information