"In some product categories, strong brands quickly displace lesser-known sellers. Therefore, companies that do not invest in brand development and additional services risk losing their market positions in the future," the expert believes.
In addition to the product itself, customers value convenience and additional support. Using digital tools such as QR codes and chatbots allows you to establish contact with the customer after the purchase. For example, a chatbot in Telegram can remind you about a repeat purchase or offer related products, thereby increasing customer loyalty and increasing the average bill.
2. Working with a product brand
A product brand is a key element of long-term success on marketplaces. Its task is to evoke associations with quality, reliability and uniqueness in buyers. This includes thoughtful positioning, visual identification and ongoing reputation maintenance through customer feedback.
"At the same time, the seller's personal brand can become belize mobile phone numbers database a powerful tool that complements the product brand. It helps build trust by demonstrating the expertise and transparency of the business. A seller who actively interacts with the audience, talks about their products and shares their experience becomes more recognizable, which, in turn, enhances the perception of the product brand," Spitsyn emphasizes.
How to Improve Digital Customer Service: A Simple Example
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A simple but effective way to improve service is to add a QR code to the product packaging, says Spitsyn. The client scans it and gets to a Telegram bot, which can:
provide support in using the product;
accept complaints, questions and feedback;
inform about new products and promotions;
send push notifications, for example, with a reminder to make a repeat purchase or offer related products.
Such technologies help to build interactive interactions with customers, creating additional value beyond the product itself.