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There are several reasons people enjoy shopping. The literally sensational experiences of touching and browsing items, the familiar scent of crisp, new clothes, and the visual experience of a store layout and a graphic display — all add to a pleasant shopping experience. However, that experience is incomplete without one final factor—a connection with a personal shopper.

While many of the same attributes enjoyed by shoppers in a retail store exist on a mobile device, recent indicators show that only one in five consumers feel secure enough to use mobile phones to purchase an item. While mobile devices offer an extremely personal experience, there remains psychological obstacles that companies need to overcome in order cross the threshold and become as trusted on desktop and their respective brick and mortar stores.

Obstacle 1: Mobile Interactions and Security

As ID theft and fraudulent activity are associated with online purchases today, mobile users remain concerned about making online purchases on their phones.

However, this apprehension is not based in reality. In fact, Apple Pay uses an NFC chip. That’s the same safe technology used in credit cards that makes it incredibly difficult for hackers to access funds. In many cases mobile purchases are in fact more secure.

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Obstacle 2: Build Human-2-Human Trust

Trust remains a key factor for consumers. By speaking with a retail associate, customers are able to not only interact with, but also work through purchases and concerns that would otherwise cause buyer’s remorse.

Solution: Helpshift’s In-app Messaging

Helpshift’s messaging capabilities enable customers to interact directly and securely with an agent. This gives retailers the ability to provide consumers with the trust they need in order to complete a transaction.

Learn more about how Helpshift is building the bridge towards positive retail mobile experiences through a new and exciting integration with Salesforce Service Cloud.

Read Retail Dive’s take on the integration.

Published June 6, 2017
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