With customer service, store associates tend to passively serve online customers who contact you if they need help. The difference between customer service and clienteling Virtual clienteling enables you to offer customers the same one-on-one experience they expect in-store, but online. What is clienteling in retail?Ĭlienteling is when you or your store associates engage with shoppers to provide a personalized experience. The impact of lockdown can still be felt and virtual shopping is helping brick-and-mortar retailers convert more online customers to in-store foot traffic.Ĭustomers are using online sessions with store associates to scope out product choices before leveraging physical stores to complete purchases, helping to ensure brick-and-mortar commerce remains alive and well. Virtual shopping is also helping secure the future of physical stores. Download The Future of Retail Report: Trends for 2022Īccording to a commissioned Forrester Consulting study conducted on behalf of Shopify, 52% of brands said they’ll be investing in enabling online customers to easily connect with brand representatives on their channel of choice (e.g.
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