he first lockdown forced many businesses to look at the way they communicate with each other and their customers, which saw the rise of virtual meetings through platforms like Zoom and Microsoft Teams. Now that we are in lockdown 3.0, this way of communicating has become so normal that it is difficult to image that we haven’t always operated this way.

Many businesses are adapting to be able to offer their customers Virtual Appointments, or Virtual Viewings, so that they can carry on with some sort of business as normal. From designing a bespoke kitchen to viewing a car or a house, most interactions, and even purchases, can be made via a virtual experience.

The challenge for businesses is how well their team are conducting Virtual Appointments or Viewings, and if they are making this process as seamless as possible for their customers. The more challenging the process and lack of effort from your sales team, the less likely customers will interact with your business virtually, so will be more likely to wait until they can visit you in person.

At My View Research we offer Virtual Mystery Shopping that can capture the whole process from making the virtual appointment, through to the virtual appointment experience. An example of the areas that can be assessed during this interaction are as follows:

  • Telephone call to book a virtual appointment
  • Virtual appointment invite and video call instructions
  • Customer qualification
  • Product presentation
  • Information provided
  • Closing the sale
  • Virtual appointment quality
  • Customer Effort Score
  • Follow-up

Talk to one of our Research Consultants today to find out how we can create a bespoke, cost effective Virtual Mystery Shopping programme for your business.