Imagine stepping into your customers’ shoes, navigating through your online store full of options and those sophisticated filters that have been the norm. Yet, a nagging feeling under the surface whispers, “We can do better. There’s a more personal way to connect with our customers.” This realization isn’t unique to you. It’s our shared ambition to innovate and introduce a more engaging, conversational approach to online shopping.
You recognize the diversity among shoppers; while some navigate effortlessly using filters, others seek guidance through the selection maze. To cater to both types of shoppers, you introduce your innovative product guide, hoping it serves as a beacon for those in need of assistance. It seems like a balanced strategy, offering an alternative path for the exploratory shopper. What could go wrong, you wonder?
Yet, the reality strikes—this well-intentioned path is rarely taken. Your guide, crafted with aspirations of making a difference, finds itself underused. It’s a moment of reflection, realizing that despite the promise of assistance, the guide remains a path less chosen. Nobody wants to take a detour into the unknown. The lesson is that people crave support, but the unfamiliarity of the route and the admitting of seeking help deter them from exploring this new avenue.
We have seen this pattern many times before. Brilliant, expensive guides sitting pretty and unused while the potential for massive conversion boosts goes untapped. So, we dared to think differently.
The right placement turns the guide from a hidden detour to the main route, boosting usage to 40-50%.
When you’ve got something revolutionary, don’t just talk about it – show it. We threw the first question right into the main customer journey, ditching the “Do you need help?” approach. Instead, we offered a new way to navigate as part of the natural flow.
And guess what happened? Usage rates skyrocketed to 40, sometimes 50 percent. These numbers blew traditional filter usage out of the water across dozens of sites we’ve studied. Suddenly, customers were choosing with confidence and business? It boomed. Better guidance led to better conversions, and with more people being guided, the numbers just kept getting better. And that means only one thing? Bigger profits!
It’s clear: The Product Guide must be the main path of selection, not a secondary option. The ideal start? Kick things off with a question that customers can answer instantly. Picture this: “What’s your height?” for bike selections or “For how many people will you be doing laundry?” when choosing washing machines. This approach is seamless; customers hardly realize they’re being guided. It’s a natural progression – someone asked a relevant question, a straightforward one, so why not answer?
The moment they do, their response instantly refines the product listings, filtering through to show only the relevant options. This is conversational guidance at its finest, effortlessly leading customers through their journey until they’re left with a selection of products that truly match their expectations and needs. Through this intuitive and engaging process, guidance becomes the main roadway, naturally integrating into the shopping experience without feeling like an imposition.
Don’t hide your guide in the dark and scary alley that customers fear to tread. Embrace the courage to do the right thing. Offer a superior user experience right from the get-go, not as an afterthought but as the default. Make the Product Guide the heartbeat of your e-commerce strategy, inviting customers into a conversation that feels as natural as chatting with a friend. This isn’t just about making a sale; it’s about revolutionizing the way people shop online, one guided step at a time, ensuring every path leads to satisfaction and a perfect fit.
