Elevating the Shopping Experience with Image Sharing

Remember when we couldn’t talk through real time delivery substitutions with the customer?

The Spark Driver™ app now offers this capability! And not only that, but this image sharing feature was incorporated into the existing live chat functionality to make it easier for drivers and customers to address questions about Shopping & Delivery orders in less words and less time. It’s easy to add an image using the app’s live chat feature to make the shopping process more efficient and help reassure customers that their orders will be accurate and completed on time.

Image Sharing to Discuss Item Substitutions

Let's say you were shopping an order for a customer, and you realized that their preferred laundry detergent is out of stock. What would you do? Panic? Mark the laundry detergent as “out of stock” and keep shopping for the rest of the order? Try to find a comparable laundry detergent to substitute?

This new image sharing feature will help you take the guesswork out of what to do in this scenario. If this were to happen, you can let the customer know using live chat and send a picture of a viable substitution option. Once the customer sees the substitution option, they can reply and confirm the substitution is great, or they can send you an image of a different preferred substitution. Alternatively, they could also decide they don’t want a substitution for the out-of-stock item and would like you to continue shopping for the rest of the items in the order. If you don’t hear back from the customer, you can use your own judgement to make a substitution.

The image sharing feature saves you time when you use it this way, and it provides the customer with a convenient way to review changes to their order. This results in a shopping experience where no one can lose.

Image Sharing in Driver Support Chat

Please note that the image sharing feature will also be available in the Driver Support Chat should you need to send a photo to an agent when you are looking for support.

That’s it! We hope you are starting to get a better picture of what the image sharing feature can do and how you can use it to expedite the shopping process and improve the delivery experience.