Customer Experience
As an e-commerce marketer in today's fast-paced digital world, you know the importance of staying ahead of the curve and adapting to the ever-changing landscape of online retail.
With the rapid growth of eCommerce platforms like Shopify, Adobe Commerce (formerly Magento), and BigCommerce, it's more important than ever to deliver a seamless and personalized shopping experience for your customers.
You need to ensure that your customers have the best possible journey, regardless of whether they're shopping on their desktop or mobile device.
To achieve this, many e-commerce brands are now turning to personal shopping software as a way to better understand and elevate their customer's experience.
In the ever-evolving landscape of e-commerce, it takes more than just a visually appealing website and a seamless checkout process to captivate and keep customers. Consumers are looking for a shopping experience that is tailored to their needs, offering them the best possible selection of products and services, personalized customer service, and an overall enjoyable shopping experience.
That's where personal shopper software comes in...
Online personal shopping software is a category of digital platforms that help facilitate the customer journey, providing customers with personalized recommendations and helping them to find the best selection of products and services based on their individual needs.
Also known as conversational commerce software, these personal shopping solutions allow eCommerce brands to create customized shopping experiences that target each customer's unique interests, preferences, and needs, helping brands increase sales conversions and drive customer loyalty.
They also allow customers to quickly find the items they're looking for without having to search through thousands of products, reducing friction in the buying process and increasing satisfaction.
By leveraging powerful data-driven algorithms, these personal shopping solutions can quickly analyze customer profiles and deliver personalized product recommendations designed to match shoppers specific interests.
In this article, we're going to compare and contrast several online personal shopping solutions - Ready to get started? Let's dive in!
We're going to be comparing Humankind with rivals like Live Person, Attentive, Listrak, Gorgias, and Zendesk. We've done in-depth reviews on many of these platforms before, and each one is linked so you can see everything from user experiences and metrics to data collection.
While each competitor possesses unique features, Humankind's conversational commerce software breathes life into the concept of 1:1 human connection, fostering relationships that go beyond the transaction.
We believe that Humankind's solution stands out among other personal shopping software options because of its uniquely human-driven approach -
Unlike the competition - with our platform, shoppers connect directly with product experts, “personal shoppers”, and “remote concierges”- they're not sent to generic call centers or put through frustrating workflow logic. This level of personalized interaction cultivates unparalleled customer loyalty and establishes a strong bond between the brand and its customers.
At Humankind, we firmly believe that connecting customers with knowledgeable and passionate individuals creates an experience that transcends traditional e-commerce boundaries. Our belief is backed by PwC's recent survey of online shoppers which showed more than 82% wanted more human interaction in the shopping experience, and they'd pay more for that experience.
We did our own research and after studying over 1,000,000 customer interactions at the biggest retail stores, we built the technology that empowers brands to provide customers with a virtual companion, a trusted guide through their shopping journey - and by fostering this human connection, our customers see remarkable bottom-line results.
First and foremost, the average order value (AOV) experiences a noticeable boost as customers feel guided and supported throughout the customer journey while making purchasing decisions. The emotional connection can drive a higher check out price, but so does the strategy beyond the personal shoppers recommendation. It’s very likely that the personal shopper is privy to a more holistic shopping cart build out; leading shoppers to take advantage of more products in a single visit. AOV drives the profitability of each order and increasing this metric alone can put a brand "in the black."
Next, the lifetime value (LTV) of customers increases significantly, driven by the relationships formed and the genuine care they experience. Time and time again, we see returning happy customers post their first shopping experience. This repeat, return rate, positively impacts LTV and is a genuine indicator of how happy a customer is with your brand. The lifetime value shows how much of a customer's hard-earned dollars they're willing to spend with you, and leads to our next number…
A dovetail metric that is also positively impacted is Repeat Purchase Rate. The power of personal shopping software effectively addresses the challenge of enhancing repeat purchase rates. Whereby shoppers feel connected, and compelled to repeat purchases after their great initial experience. Repeat purchase rates showcase a customer's loyalty to your brand and satisfaction with the quality of your products.
By offering customers a personal touch, we instill a sense of loyalty that lingers long after the initial sale. Many times, at the beginning of a conversation we’ll see shoppers trying to figure out if they’re talking with a chatbot, or an actual human. When they see that it’s an actual person, who is making a genuine connection and recommendation, a relationship is born. There is an element of surprise and delight that happens with each new conversation. This organically impacts CSAT. With an elevated customer satisfaction (CSAT) score, brands using Humankind see increased word-of-mouth referrals and organic growth, fueling profit margins per customer.
...All of these vital metrics lower your customer acquisition costs (CAC) and increase your profit margins.
In an age where automation is all the buzz, Humankind differentiates itself by infusing the e-commerce realm with 1:1 human-connected, tech empowered, shopping experiences. We understand that authentic connections are born when the customer feels heard and understood, and that’s what really resonates with shoppers.
Leveraging 1:1 human-led conversations, backed by technology, in our platform, brands have the opportunity to curate incredibly unique experiences; blending personalized recommendations with expert insights. This unrivaled blend of technology and human interaction fosters a sense of trust, leaving customers with a lasting impression and an eagerness to return.
At the end of the day, providing customers with a human touch isn’t just an amazing experience - it’s also great for business. Humankind gives your brand an edge over competitors in an increasingly competitive market by creating a one-of-a-kind customer journey that inspires loyalty and increases sales conversions.
Humankind Conversational Commerce Software is a game-changer in the realm of online personal shopping because it enables brands to truly get back to what the customers value.
Ai tools have always had a competitive advantage over humans when it comes to scale. Ai, ML, and workflow logic can handle millions of conversations at once - but they're impersonal and often confusing to customers.
By embracing the power of human connection and elevating the customer experience, brands can unlock remarkable bottom-line results, including increased AOV, LTV, repeat purchase rates, and CSAT.
Remember, in the world of e-commerce, it's not just about selling products—it's about connecting with real people. It's about creating a bond that drives loyalty and transcends the transactional nature of online shopping.
Imagine a customer coming to your website to find a product, unsure of which option best suits their needs. Now, picture them answering a couple of questions to help guide them in the right direction before being greeted by a friendly and knowledgeable product expert, ready to guide them every step of the way.
When the customer and remote concierge identify several products that will meet their unique needs, the concierge delivers them all on a beautifully designed custom landing page where the customer can add everything to their cart in one click.
Providing an elevated, enjoyable customer experience and tangible bottom-line results.
At Humankind, we understand that behind every click, there's a person with unique desires, needs, and preferences. That's why we've designed our platform to prioritize the human touch. We believe that technology should serve as a conduit for genuine human connection, not as a barrier that alienates and confuses customers.
As we've done thorough testing of each competitor platform, what we've found is a focus on customer support more than customer connection.
Our competitors may offer some impressive features, but they lack the “it factor” that we bring to the table because they measure success metrics like "open ticket times" and "ticket resolution rate," rather than customer happiness. Live Person, Attentive, Gorgias, Listrak, and Zendesk have many strengths, but none of them can match the power of connecting customers directly with a product expert, personal shopper, or remote concierge.
This is where the magic happens—where the seeds of customer loyalty are sown.
In today's competitive landscape, customer loyalty is the Holy Grail. It's the key to sustainable success and long-term profitability. By offering your customers an experience that goes above and beyond, you create a lasting impression that keeps them coming back for more. And that's where Humankind shines.
When customers have the opportunity to connect with a real person who genuinely cares about their needs and has product expertise that can help them, the impact is profound. It goes beyond a mere transaction and becomes a conversation.
Using Humankind's concierge commerce software is an investment that pays dividends in terms of increased AOV, LTV, repeat purchase rates, and customer satisfaction.
Imagine receiving testimonials from customers who have experienced the transformative power of your personalized shopping experience. Chatbots can’t do that… that's the power of human connection.
In a digital world, it's easy to lose sight of the human element. But, with Humankind, you can achieve remarkable customer loyalty and sustainable bottom-line success by putting people first.
Quick transactions are important, but let's not stop there- embrace the power of human connection to create meaningful interactions that drive long-term customer happiness and success. That's how you build a business that stands the test of time.
If you'd like to see increased metrics across the entire customer journey, book your demo to chat with someone from our team. We'd love to share how brands like REN Skincare and Taylormade Golf have seen dramatic increases in vital sales metrics with our personalized approach - schedule time today!
