Trends Report

Text-Based Chat Best Practices: The Vitamin Shoppe’s Customer Service Features

February 5th, 2021
Nicole Murgia, Senior Researcher
Nicole Murgia Senior Researcher
Julie Ask, null
Julie Ask

Summary

Retailers and brands must deliver experiences that are efficient, effective, and effortless for the customer. This piece is part of a series showcasing best-in-class examples of conversational interfaces; it focuses on The Vitamin Shoppe’s customer service features. According to the Forrester Analytics Consumer Technographics® US Retail Recontact Survey, 2020, 42% of US online adults said it was important for retailers to offer live online chat on their website, up from 27% in 2019. When customers ask for a product recommendation, The Vitamin Shoppe provides multiple options based on its best-selling and most popular items. This tactic provides a personalized shopping experience via chat. To learn more about the evolving presence of chat in retail, attend or listen to our webinar on The State Of Chat In Retail: The Current And Future States. If you have questions, schedule an inquiry with us for more information.

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