Optimization measures for local retail 2023

Online retail is booming and consumer demands for the most convenient and uncomplicated shopping experience possible are constantly increasing. This presents local businesses with ever greater challenges, as they not only have to offer excellent advice and a memorable customer experience on site, but also have to be present online. In addition, communication with customers is becoming more complex and managing online reviews is playing an increasingly important role. In this article, you will therefore learn what measures you as a retailer can take to keep up with the online competition.

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Increase the online presence

Today's customers expect the most convenient and uncomplicated shopping experience possible, which they can afford anytime and from anywhere. This means that local businesses must also offer their services and products online. By having a simple and clear website that is tailored to the needs of customers, retailers can strengthen their presence on the Internet and reach potential customers.

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Optimize customer communication

Communication with customers is becoming increasingly complex and takes place on multiple channels. Companies must ensure that all messages and inquiries from customers are answered promptly and professionally. Good customer communication is crucial to a company's success and should therefore be regularly reviewed and optimized. Many retailers find customer communication time-consuming. A software solution to simplify and optimize communication is therefore the ideal solution for many local businesses. By bundling various message channels into a central inbox and using individual message templates, Mateo's software solution not only significantly reduces the internal workload, but also significantly increases customer satisfaction through an especially fast response to inquiries and automated replies.

Mateo bundles diverse communication channels into a central inbox and automatically collects Google reviews. This enables retailers to optimize their customers' buying experience, increase visibility on Google, and reduce internal workload.

Recognizing the importance of online reviews

Approximately 50% of Google search queries have a local reference. Google suggests local companies to users that match the search terms entered. Google reviews of companies influence both the ranking in search results and the opinions of potential customers. Therefore, managing online reviews should be an important part of any company's marketing. The goal should be to collect as many positive reviews as possible and actively manage and respond to negative reviews. With Mateo you can collect positive Google reviews on autopilot and thus achieve a better Google ranking and motivate more prospective buyers to visit your business and website.

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Accelerate and simplify ordering processes

An important factor in the online success of local businesses is the ordering process. Consumers today expect the shopping experience to be as convenient and straightforward as possible. This means that the ordering process should be as simple as possible. Accordingly, you should make sure that the customer communication software solution you choose also allows orders to be placed via messenger services such as WhatsApp and can send order confirmations automatically. Another way to simplify the ordering process is to use online stores. Here, customers can shop around the clock without having to place an order by phone. In addition, the order can also be edited at any time should there be any changes.

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Retailers offer their customers a modern shopping experience with Mateo

To catch up with online retailers in customer communication and ordering processes while maximizing the customer experience, Mateo's software solution is well suited for local retailers. Communication channels bundled in a central inbox ensure highly efficient and professional processing of customer inquiries. Responding to inquiries is accomplished in a matter of seconds thanks to customized message templates. You can also automatically request Google reviews from your most satisfied customers. Furthermore, Mateo's WhatsApp newsletter marketing can be used to effectively market to existing customers. Use this particularly personal messaging channel in conjunction with the emotional buying behavior of consumers for upselling and cross-selling strategies. With the help of the WhatsApp newsletter, our customers not only increase the average shopping cart size, the customer lifetime value and the turnover, but also the customer loyalty.

Mateo has many customers in the retail industry, all of whom benefit from the above features. For example, our customer "HAVEABIKE" has managed to reduce the number of unproductive phone calls by 37% with Mateo. The bike retailer's communication is primarily through the web widget, which allows HAVEABIKE's customers to choose their preferred communication channel. The monthly number of new positive Google reviews has also doubled. The increased customer satisfaction and better visibility on Google let HAVEABIKE benefit from increased sales.

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Bicycle dealer benefits from Mateo — Several local retailers, such as Munich-based bike shop HAVEABIKE, are already benefiting from Mateo

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"As a dynamic company, we want to enable our customers to exchange information via new media. We can do that wonderfully with Mateo."
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Alexander End - HAVEABIKE

What customer is not happy about birthday wishes? Be creative and offer your customers added value. In this way, you will ensure long-term customer loyalty thanks to the WhatsApp newsletter.

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You can read how other retailers such as Modehaus Schröder or Augenoptik Rieckhof use Mateo in our customer references.

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Features of Mateo's messaging software for retailers

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Central user interface

In addition to WhatsApp Business API, Mateo bundles many other communication channels such as email, Instagram, SMS or Facebook Messenger in a central inbox. On the intuitive and clear user interface, you will find various helpful tools for particularly efficient customer communication. A web widget with the messaging channels you support is available for your customers for particularly easy contact.

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Custom Message Templates

Thanks to various message templates that can be created individually, the amount of paperwork is minimized and the efficiency of customer communication is increased. This means that personnel resources in the service area can be deployed elsewhere.

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With Mateo's WhatsApp API solution, newsletters can be sent in a GDPR-compliant manner. Due to the first-class open rate of 98% for WhatsApp messages, marketing can thus be carried out significantly better than via email or other channels.

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More positive Google reviews

With Mateo, you create an outstanding customer experience. Mateo can automatically request online reviews from your customers. The more reviews you have, the better you will be found on Google, for example. Reviews also create trust in your company.

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Privacy

Mateo's messaging tool is compatible with all German and European legally binding data protection requirements. If the law changes, the software will be revised accordingly. For absolutely secure customer communication, all messages are encrypted end-to-end. You can read all the info on the GDPR when using WhatsApp in our article"WhatsApp Business and GDPR".

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Scalability for all company sizes

The scalability of the messaging tool has been confirmed by the large number of companies already using Mateo with a high level of satisfaction. Whether customers have just a few employees or many hundreds, the software works smoothly and, depending on the package, with an unlimited number of end devices, users and phone numbers. The fact that Mateo significantly reduces the workload in the customer service area opens up new growth opportunities for many companies.

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Low cost provider for WhatsApp Business API

With an entry-level price of just 79 euros per month, Mateo is a cost-effective provider for WhatsApp Business API solutions on the German market. Combined with the integration of additional communication channels and various helpful tools, Mateo offers excellent value for money. Mateo's personal customer support assists companies with every step of the integration, ensuring very low barriers to entry.

Concrete measures for local retailers to keep up with growing online competition