• Mystery Shopping your Customer Experience

  • How Mystery Shopping Agencies Can Help Online Companies  


    In this digital day and age, the way that companies operate is changing. Whereas traditionally, almost all companies would have a brick and mortar store or at least a business premises for employees, this is no longer the case. Many are moving away from this conventional way of working and online companies that work remotely are considered to be the ‘new normal’.  


    It isn’t uncommon for online companies to simply assume that mystery shopping agencies won’t be able to help them because they don’t have any face-to-face interaction with their customers. However, nowadays there are plenty of useful services provided by agencies in addition to standard face-to-face mystery shopping. Whether you’re an online clothing retailer or an online insurance company, you can still benefit greatly from employing mystery shoppers.  


    If you own an online company and you’re wondering how a mystery shopping agency will be able to help you, below are some of the most useful services you should be aware of.  


    Online mystery shopping 


    Not only can mystery shoppers take shopping trips into brick and mortar stores, but they can also shop online too and measure the performance of an online service from start to finish. Online mystery shopping services can provide you with an invaluable insight into what it is like for customers to interact with your company online.  


    When you own an online company, it is absolutely essential that you’re providing industry-leading online services and a mystery shopping agency can help you ensure this is the case. From looking at your website accessibility to the convenience of your payment service, a mystery shopper can help you make sure your whole customer journey is flawless.  


    Telephone mystery shopping 


    Another way that mystery shopping agencies can assist you is by providing telephone mystery shopping services. There is a high chance that when you own an online company, your customers will be able to contact you via the telephone and the experience that you provide when they do so is incredibly important.  


    Simply put, if your customer service isn’t outstanding, this can be detrimental to your reputation and, in turn, the success of your online company. A mystery shopper can provide you with feedback about their first-hand experience with your employees on the phone and they can inform you about things such as your current waiting times and how helpful your team is.  


    Social media mystery shopping 


    The vast majority of online companies will use social media and this often plays a vital role in their marketing strategy. Due to the importance of social media nowadays, mystery shopping agencies can also provide social media mystery shopping services that will enable you to better understand just how beneficial your social media is being.  


    There is no denying that how you communicate on your social media channels is just as important as any other channel of communication and it is essential to get this right. A mystery shopper can assess your social media channels and also engage with your company via these channels, providing you with feedback on your user experience.  


    Market research  


    No matter how old your online company may be, staying up to date with what your customers are looking for and ensuring that you provide the products or services that they really want rather than what you think they want is crucial. Mystery shopping agencies can help you to stay relevant with market research services.  


    By looking at the perception that ex-customers, current customers and potential customers have of your online company, you can drive strategic decisions for business growth and ensure that you’re always heading in the right direction. Research teams can offer a wide range of methodologies for information collection and also help you analyse the findings.  


    Working with a mystery shopping agency  


    It is fair to say that whilst mystery shopping is frequently associated with brick and mortar stores, there are lots of different ways that mystery shopping agencies can help your company even if you solely operate online. Enlisting the help of an experienced agency can be incredibly advantageous and they will help to ensure that you’re providing the best customer journey, and that you continue to stand out from the crowd for all of the right reasons.  


    To find out more about working with a mystery shopping agency, feel free to contact us below at Proinsight. We are mystery shopping specialists and we can provide you with a range of invaluable services, from online mystery shopping to market research, and we will gladly discuss all of these services with you in more detail. With many years of experience behind us, you can trust that we are the best agency to contact in this regard and you will never be disappointed with the exemplary services that we provide.