Elizabeth Hoffman

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Apple Launches Ability to Respond to User Reviews

Posted by Elizabeth Hoffman on Apr 11, 2017 2:38:37 PM

Last week, Apple launched the ability to respond to user reviews in the App Store, giving retailers the opportunity to offer support, engage with customers, ask follow-up questions, say thanks and much more.

With more consumers using their mobile device to shop and get product recommendations, more retailers are wisely creating apps to respond to consumer demands. This new change with Apple now gives retailers a unique opportunity to interact with customers, get real feedback on their app performance and respond accordingly. To help, Apple created a list of best practices and here at GPShopper, we've added our own tips to help retailers and brands take advantage of this new feature.

 

Communication & Tone of Voice is Key

Whenever you engage with consumers, you want the tone of voice to be representative of your brand so always keep that in mind. When responding to reviews, you should also stay on topic - the review section is not a place to advertise additional products. Tailor responses whenever possible to keep things personal with customers and if you are able to resolve an issue, use the opportunity to ask consumers to update their rating and review.

 

Assigning Responsibility

Responses shouldn't be adhoc, make sure your company assigns the role of responses in the App Store to a specific team, person or department. Many times, this will go under the customer service or communications category, but you may need to tap into technical resources if someone reports a glitch in the app that needs to be addressed asap. Whatever you choose, ensuring  ownership will help you to scale down the line if it becomes a popular feature that your customers use and also helps to prevent frustration from consumers that will now expect a reply if they voice a concern or complaint.

 

Perfect Your Timing

The sooner you can respond to a question or complaint the better. If you wait a few days, they may give up on their original issue and/or get frustrated and move on. You don't want to lose them - connect with reviewers before this happens and while they're still engaged with your brand.

 

Prioritize, You Can't Be Everything to Everyone

It's impossible to respond to every review - especially if you have limited resources. So you'll need to make an executive effort to respond to the most important ones first. Start with the lowest ratings and technical issues, then move your way up to maximize your efforts. In that same vain, try to leverage your release notes by mentioning old reviews to address concerns that were written earlier and show users you've listened and responded accordingly. This can turn reviews around and keep customers happy, knowing that they've been heard.

 

Reporting Concerns 

Sometimes, things can get nasty and the review section is no place for it. Obviously, any response your company has shouldn't violate these conditions and if you're using your brand voice, it shouldn't be a problem. You should periodically check in though to confirm that employees haven't gone rogue and responses are appropriate. If you do however see that reviewers have violated the Terms & Conditions - don't reply to them and hash things out publically - there's no winning and you'll only end up looking bad. Report  the issue under iTunes Connect instead. Customers will not be notified that they were reported by you.  

 

For other tips on mobile app best practices for retailers, contact one of our mobile app experts.

 

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Topics: Mobile Marketing, Mobile Apps, GPShopper Clients, Market Research, Mobile Commerce, Omnichannel Retail, Mobile Payments, App Store

Using Chatbots to Power Hard Good Sales

Posted by Elizabeth Hoffman on Mar 16, 2017 4:06:55 PM

There's a lot of new fancy technology in retail these days - with retailers attempting to outdo each other with new gadgets, virtual reality tools and more - but what do consumers of hard goods really want?

We polled over 1,100 American shoppers to learn what consumers really want from their shopping experience and how they engage with new retail tech offerings.  

Retailers that sell hard goods, such as power tools, have to make sure that the technology they are adopting makes sense for their customers. Not all tech is created equal - so we've put together an outline below based on our research on what works best.

 

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Topics: Mobile Marketing, Market Research, Benchmarks & Statistics, Omnichannel Retail, Best Practices

Unleash Sales With Chatbots and Virtual Assistants

Posted by Elizabeth Hoffman on Mar 16, 2017 12:41:00 PM

The pet retail industry is one of the fastest growing industries today - with more millennials putting off starting a family, a (semi) less demanding cat or dog becomes their 'child' and they looove their children. Last year, consumers spent over $60 billion dollars on their pets' comfort and well-being - shattering previous records and retailers are scrambling to take a piece of that $60 billion pie.

Retailers are adopting new technology and gadgets to make shopping easier for consumers - but recent GPShopper research found that many are missing the mark and there's a gap between what consumers want and what retailers are offering in tech. So how can pet retailers use tech to best serve their customers? We've taken the findings from our study to outline a few tips below. 

1. Virtual Assistants

Like any consumer, those that have pets, are busy. When it comes to any reoccurring need, sometimes they just want to get in and get out; purchasing their items with as little friction as possible. This is where virtual assistants (VA) can come in handy. When surveying consumers that use VA, 47% want to be alerted for deals on products they buy frequently and 43% want to be notified when they're out of something at home - which is perfect when it comes to refilling Fido's dog food bowl!

If you want to stand out - add a personal touch. If you know the pet's birthday, send a birthday message and send a thank you note on their adoption anniversary. If you learn that a customer had to cancel their order because of the passing of a pet, send flowers or a nice note to offer condolences. These simple but important gestures are not only meaningful, but make VS feel less robotic, connecting the VS service with your brand and instilling loyalty.

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Topics: Mobile Marketing, Market Research, Benchmarks & Statistics, Omnichannel Retail, Best Practices

Furnishing The Buyer Experience With AR

Posted by Elizabeth Hoffman on Mar 16, 2017 12:41:00 PM

There's a lot of new fancy technology in retail these days - with retailers attempting to outdo each other with new gadgets, virtual reality tools and more - but is that what consumers really want?

It really depends on what the consumer is looking for and the type of industry you are in. Retailers that sell hard goods and furniture stand to benefit from enhancing the in-store shopping experience. A great way to do that is to use augmented reality as a tool to personalize the shopping experience like never before and to drum up excitement about the possibilities your products can offer.

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Topics: Mobile Marketing, Market Research, Benchmarks & Statistics, Omnichannel Retail, Best Practices

Virtual Assistants Drive Purchase

Posted by Elizabeth Hoffman on Mar 13, 2017 11:46:36 AM

When it comes to trying out new shiny tech - customers aren't as excited as the retailers are. In fact, new GPShopper research suggests that what customers really want, is to buy stuff as quickly and easily as possible and customers for automotive retailers are no different. Tech can be used to help with this process but auto retailers need to listen to how consumers want to use tech. We polled over 1,100 adults to uncover just that.

Automotive retailers have a unique set of customer segments - certainly a main one is the car enthusiast that wants to tinker with their car and make improvements by 'doing it themselves'. The other, is more of a novice that knows they need to service their car, but they're confused on what types of products to use or even next steps. This is where the use of virtual assistants (VA) can greatly help.

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Topics: Mobile Commerce, virtual assistants, auto, auto retail

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