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Reseller conversations James Clarkson, CEO and founder of Adventoris, adds that resellers’
Meeting these needs will mean working with experienced vendors that are creating the new tech that will deliver the gains firms are looking for.” Smooth operators Nick Delis, senior VP of international and strategic business at Five9, says that the challenge for brands is to make all customer interactions as smooth and seamless as possible, and tech solutions are key to achieving this. “Returns, in particular, can sour an otherwise positive online purchasing experience – especially if customers are forced to return an item via the post office when the very reason for shopping online was to avoid crowds,” he says. “Effective tech solutions that increase efficiency and save time can make all the difference in creating a positive customer experience that leads to repeat business. Investing in the necessary infrastructure to provide an efficient and reliable purchasing experience now can help avoid the risk of being overtaken by competitors in future. “When customers purchase items, they don’t want to be left guessing when they’ll hear from the retailer again. Instead, they want consistent and up-to-date information to be provided on their purchases, refunds, or exchanges. From there, retailers can understand why a customer returned an item and suggest similar alternatives. “The same approach should apply to resellers. Consistent conversation with retail clients is vital to truly understand their needs as they evolve. Only with this deep customer understanding will resellers be able to suggest the right tech solutions that address their client’s unique opportunities and challenges.”
conversations with customers need to be honest. “Technology providers and resellers can only truly try to solve a problem if we know the nitty gritty details and pain points,” he says. “There is often a solution out there, but we need to know what the problem is in depth. “Technology is also an industry where one size does not fit all. What worked for your peers might not be suitable for your business, your strategy and your goals, that’s why it’s super important that we know where you are, and where you want to be, so that we can help you achieve those goals effectively. “While out of the box solutions can deliver amazing results, the same will go for many brands, but with our B2B sales platform SwiftCloud we can create bespoke developments to suit your needs. For example, we’ve created a range of language options for global workplace solutions innovator, Fellowes, based on its need to operate in multiple markets. “Being open and honest with your tech providers is the best way to achieve success.” Rob Cottrill, technology director at ANS, adds that resellers’ conversations with retailers need to focus on one question in particular: how are they using technology to improve their customers’ experience? “If retailers understand this, they can work with resellers to implement the best technologies to achieve success,” he says. “This can be anything from an AI chatbot to a virtual reality fitting room. They also shouldn’t forget that having customer experience at the heart will still ultimately lead to increased profit margins.” Henk adds that retailers are mainly driven by data today. “It is the meticulous creation and storage of comprehensive data profiles for each customer type that will make the critical difference to whether a retailer is successful or not,” he says. “These data profiles empower retailers to gain precious insights and make informed, data-driven decisions to propel their businesses forward. One element that will help resellers is if the partner/vendor has proven expertise in the realm of AI. This invaluable knowledge will strategically place resellers at the forefront of retailers’ minds at a time when AI is poised to thrive and realise its full potential.”
“
What worked
for your peers might not be suitable for your business, your strategy and your goals, that’s why it’s super important that we know
where you are, and where you want to be...
”
Contributors
James Clarkson
Rob Cottrill
Barry Grange
adventoris.com
ans.co.uk
retailexpress.com
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