Retailers must wake up and smell the digital coffee

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The UKs leading on-line specialist insurance broker, http://www.car2cover.co.uk, has called for retailers in all product and service supply industries to review customer enquiry handling processes in this developing digital era.

UK's Online Retailer Of Gap Insurance

car2cover.co.uk

The Internet is a 24/7 high street for shoppers and relationships and rapport can be established at a very early stage if retailers make themselves available by offering intelligent product aware digital responders.

A leading online Gap Insurance broker, is calling for retailers to take the Internet opportunity more seriously.

According to Elaine Scott, a spokesman for car2cover, “Far too many retailers are overlooking the first and probably most critical stage of the buying process. In our experience, most potential buyers begin by researching their prospective purchase on-line, often at home in the evening or at weekends – and most retailers are just not making themselves instantly available to respond to ‘live messaging’ enquiries or emails."

Despite the on-line spend increasing year on year, many retailers are not devoting appropriate staff and resources to the sofa based enquirers. For most, evenings and weekends are prime times for researching and making early choices and retailers that are not ‘Internet open’ are missing valuable and profitable leads and sales.

“Our specialty is Gap Insurance and Tyre Insurance and because they are not mainstream products, customers know little about them and have many questions to ask when researching. To accommodate those potential customers we provide ‘live messaging’ and email response up to 10 p.m. seven days a week and where a more detailed help is required we will telephone customers during evenings and weekends upon request,” said Scott.

The Internet is a 24/7 high street for shoppers and relationships and rapport can be established at a very early stage if retailers make themselves available by offering intelligent product aware digital responders.

“Being there out of normal hours gives consumers a great deal of confidence, particularly if they consider what might happen should they need to call upon after sales support post purchase,” enthused Scott.

The traditional bricks and mortar retail operation must do more to be digitally available to prospective buyers outside of normal operating hours and a promise of a two – three day response to email enquiries will just not cut it in today’s competitive environment.

“The immediacy and ease of access to on-line product information simply must be supported by live customer help teams if retailers are to take the on-line market seriously. Millions are being invested in brand aligned web sites to draw the consumer in – but the reality is, far too many are not supported by digital out of hours shop assistants and this leaves the customer with an unfulfilled experience and expectation,” said Scott.

The Internet is a truly global 24/7 business opportunity which has yet to be fully supported by even the most forward thinking retailers. To win market share you simply have to be there when the consumer walks in to your digital shop.

car2cover is the UK’s longest continually FSA authorised and regulated Gap Insurance and Tyre Insurance broker serving many thousands of motorists every year.

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Elaine Scott
CLICK2protect
(44) 1438 728959
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