Most new bath sales start with questions. That's why former DPHA Conference keynote speaker Marcus Sheridan advised DPHA members to answer the questions client ask most often on their web sites. DPHA also has an invaluable resource to help. Our smart buying guides, which DPHA members can download and use on their websites, answer questions that most clients ask most often - https://www.dpha.net/dpha-connect/for-homeowners/guidance-for-purchasing-products/.
Live chat is the favored customer service channel for shoppers aged 18 to 49, followed by phone calls. However, only 62 percent of all retailers offer a live chat option from a desktop computer and only 55 percent offer a live chat on a mobile site, according to Gartner L2.
Home Depot is a company that is ahead of the curve when it comes to answering customer questions either via live chat, phone call or mobile live chat. The company recently launched an SMS experience (texting) through Apple Business Chat that is hosted within iOS Messages. This new messaging function offers a curated shopping tool, personalized product recommendations based on customer questions and links to relevant product pages. It’s very cool. Customers can even make purchases directly using Apple pay.
Few if any independent decorative plumbing and hardware showrooms can offer the digital experience of Home Depot, but they can profit from the lessons of "big orange". Consider placing a chatbot on your website where customers can feel comfortable asking questions or have a question and answer platform on your web page. A note of caution though: If you feature a chat bot, you need to dedicate resources to answering questions immediately.
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