Sales Strategy
New Insight Report On Digital Luxury Customer Service Available October 26, 2016 (1 comment)
New York, NY—How can good digital customer service push consumers to convert to sale? And how can luxury brands and retailers adopt outstanding customer service across all platforms—especially in light of the growing importance of mobile?
These answers and more are available as part of a new insight report from L2, the digital marketing consultancy that studies luxury online in the watches and jewelry, fashion, and beauty sectors.
Some key findings from the report:
- Two-thirds of luxury watch and jewelry brands are currently investing in assisted purchase services; i.e. offering guidance and driving consumers to a physical store to complete a purchase.
- Only 24% offer the option to book an appointment from a desktop computer—but nearly all of the brands studied offer the feature on mobile devices.
- 71% of luxury watch and jewelry brands and 58% of luxury fashion brands have enabled consumers to contact a customer service representative via Facebook Messenger.
- With 66% of US consumers willing to spend more money with a brand that provides excellent customer service--and 60% of consumers having not completed a purchase due to poor customer service—luxury brands must make the customer service experience outstanding.
Click here to download an executive summary or sign up for the full report.