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on 24th January 2018 / by chithra.k
The importance of synonyms, search suggestions and semantic search were discussed in the article "Search in Ecommerce: The Vital Little Details". These now are already quite commonplace and can be considered as standard features available in search. The next leap towards making search a smooth experience came with the evolution of Artificial Intelligence (AI). Intelligent Search - Current trends Thanks to Artificial Intelligence, the systems in place today are well aware of the context in which a user is accessing a page and are able to recommend or show contents based on the user context. AI is revolutionizing the experience of the online shoppers and retailers. While shoppers benefit from seamless experience, personalized recommendations and efficient support, retailers are able to capture volumes of data which can be used to drive more sales. In this article we focus on the recent AI trends that are being used by big retailers. Context-Based Personalization Using Natural Language Processing (NLP), which is one of the main fields in AI, it is now possible to bring about an interaction between a user and the website. Previously, all of the commands were run separately, but now a context-based conversion or conversational AI is getting popular. With the user’s page visit history and his interactions on various occasions, a context is created exclusively for him and is used for further communication with him. The result in improvement of this field is that now a user can place an order even via a chatbot or using voice commands. The improvement in the field of NLP has led to the emergence of chatbots, voice search, and visual search. Chatbots Bot guided commerce is the latest trend in the online retail sector. Today, with the backing of Natural Language Processing and Machine Learning, Chatbots are being used by different brands to provide customer support, recommend products and increase sales. Gartner predicts that by 2020, a person will have more conversation with bots than with their spouse. The business advantages of including chatbots in your retail site include Better customer service Create brand loyalty by providing personalized experiences to shoppers Reduced human resources and cut down customer service cost When it comes to managing thousands of one-to-one communication with consumers, retailers can use chatbots to decrease the gap between consumers and businesses. Chatbots with the ability to recommend products and learn from the interactions can help shoppers to find a product in less time. When you try to include a chatbot into your store, make sure you add a context aware chatbot. For instance, say you have an online flower delivery shop. When a customer provides you their email id/phone number and says that they would like to place an order for a bouquet of flowers, the chatbot can look up the previous orders of the shopper and can help ease the checkout process by asking questions that include" Would you like to order a hand tied bouquet of 12 yellow roses ? (Context: You had previously ordered a hand-tied bouquet of 12 yellow roses)", “Do you want this to be delivered to xxx? (Context: From your previous delivery address)”, “ Would you like to use COD? (Context: Your last payment method was COD)” etc. The chatbot can definitely reduce the time the shopper requires to purchase a bouquet rather than a non-contextual chatbot that may have more questions like, which bouquet he wants, how many roses he would like to have and what should be the delivery service, payment method etc. As per the ubisend 2017 survey conducted in UK, 1 in 5 consumers would consider purchasing goods and services from a chatbot. Checkout some e-commerce brands who have already included chatbots in their service. eBay Kip Voice Controlled E-commerce With the introduction of digital voice assistants like Alexa, Google Now, Siri and of course chatbots, the wind is blowing towards the conversational ecommerce. Once the convenience of these technologies are identified by shoppers, there is going to be a boom in conversational ecommerce. According to ‘Walker Sands 2017 Future of Retail Study’ that surveyed more than 1600 US consumers, one in 5 customers (19%) have made a voice purchase through Amazon Echo or another digital home assistant, and another third (33%) plan to do so in the next year. The best example of voice controlled e commerce today, is Amazon Alexa. Amazon claims that with its ‘2017 Holiday Season Sale’, millions of Prime members voice shopped with Alexa for gifts, Amazon devices and everyday household essentials. Echo Dot, Fire TV Stick with Alexa Voice Remote were among the most purchased items. Once the accuracy of the voice search is more precise, it is sure that the voice commerce is going to be more popular. Visual Search 2017 witnessed the emergence of VisualDiscovery tools in Pinterest. Pinterest introduced these tools claiming that it can see the world like you do. When you are out and when you see something that catches your eyes and if you don’t know how to convert this to search keywords, you can click the image using the Pinterest camera and see the item or related items as pins. You can try the lens on a dress and see the related items and you may get ideas on what other items goes along with it. You can point this to any food items and you may get interesting recipes. Source Not much later, Bing also announced their project Bing Visual Search with the tagline connect your camera to a deep search experience. Using the Bing Visual Search it is possible to get information about an item inside a picture. Say you see a home decor image and if you are interested in a particular chandelier, you can use the magnifying glass symbol and select the chandelier. Bing runs the visual search instantly and will provide you with the related items. Visual search reduces the number of steps the customer must take to purchase a product. Users don’t have to query and wait for the product they require. It also helps users who are “spearfishing” ie, who search for one specific product. More targeted results can be obtained using visual search. Slyce and Cortexica are two examples of tools that make it easier for retailers to integrate visual search into their sites. As the technology behind the visual search is being improved, let's look forward to more exciting developments from it. Using Drupal 8 and Drupal commerce 2.x, it is possible to bring fully integrated experience with the above technologies to the user. To know more about integrating the chatbot that best suits your business, get in touch with us! Ecommerce Customer Service Chatbots Personalization customer experience Leave a reply Your email address will not be published. Required fields are marker *
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on 19th July 2017 / by ijas.ansari
Customers experience (CX) have become a top priority for business. In order to provide customers with the best possible experience, we need to frame an effective customer experience strategy. Providing valuable CX at each touchpoint will help to create a good relationship between the company and its customers. Advancement in technology helps to track customer behavior, identify customers taste and preferences, and get insights about customers end to end journey. 6 Ways to Improve E-commerce Store’s Customer Experience With this information we will be able to create a more personalized experience at each touchpoint that caters to customer’s individual needs. Fast and Easy to Navigate Website For an e-commerce store, the website is a major touchpoint to create a good customer experience. The website must load faster and the pages should be easily navigable. If our site is not fast enough or if it's hard to find things within, visitors will exit the site. Customers tend to get impatient because they are used to getting information faster. We cannot attract the customer if they are not seeing our offers, so it is important to make the site load faster and easy to navigate. Detailed and Compelling Product Pages A product page is also an important touchpoint. It should provide all the needed information to customers as they arrive at the page. Don’t make them search for the price or specification about the product. Make the product description informative enough about the product and brand. The product specification should show all the information about the product and what sets it apart from other similar product. Post Purchase Interactions Be sure to engage with the customer even after they complete a purchase. Get feedbacks from them and also send them coupons or offers for their next purchase. This will help to create a good relationship with the customer. We can also make improvements based on their feedbacks. Reduce Cart Abandonment Rate In 2016 the shopping cart abandonment rate was 69.23% 1. Implement a user experience test to find the reason for users abandoning the cart. Read how we helped a business increase sales by 20% while reducing their cart abandonment rate. Improving the rate can help increase the customer experience (CX). Once the issue is resolved in a way that attracts the customer back, send them an email directing them back to the shopping cart thus boosting their CX. After Sales Support This is an important touchpoint, so be sure to provide good customer experience at this point. A defective product is a big turnoff for a customer. Such customers might leave a terrible review or a fantastic one, depending on the way we handle them. They could tell everyone about the bad service and reduce the sale, or they could turn into a loyal customer who will promote the brand. Create a Community in Social Media Creating a social community will help in numerous ways including knowing what customers prefer, knowing their opinion about the brand and the product we provide, create interaction between new or potential customers and existing customers. It is also a useful platform for the company to communicate with the customers. Communities even help in promoting the brand and product. Get Product Reviews Ask customers to write a review about the product they have purchased. New customers will always look for more information about the products. Customer review will help to attract more customers. People are more likely to trust users review rather than the promotional description we have created. To summarize it an e-commerce store should be quick, easy, personalized and helpful for the customers. To provide a good customer experience for them, we will have to monitor and measure the effect of our strategies so that we can make improvements on it. An effective customer experience strategy can improve the customer satisfaction rates and increase revenue. Zyxware can help build an e-commerce site that provides a great customer experience. Zyxware Technologies in the last decade has built hundreds of e-commerce sites for our global clientele and we have the experience that you can bank on. To know more, get in touch with us! References: Research by Baymard Institute, ‘Cart Abandonment Rate’, Published January 2017, Baymard.com, Accessed July 2017 Kaleigh Moore, ‘The Year of Customer Experience: How Ecommerce Brands Can Prepare’, Blog, Published Jan 2017, blog.hubspot.com, Accessed July 2017 Rob Wormley, ‘8 Simple Ways to Improve Customer Experience at Your Ecommerce Business’, Blog, Published March 2017, Wisepops.com, Accessed July 2017 Ecommerce customer experience Leave a reply Your email address will not be published. Required fields are marker *
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on 21st June 2017 / by harikrishnan.v
The word shopping portal has been revolving around the B2C business model for a long time. With the advent of digitalization in the retail industry, B2B purchases have also started going online. The brick and mortar model of order collection by sales representatives and door to door delivery has changed. We can now use technology to enhance this function more effectively. That is through the B2B Customer Portal. B2B Customer Portal is quite similar to a shopping portal, but the significant difference is in the core functionality. B2B audience like dealers, shop owners etc will be the primary audience of a B2B customer portal. An example of a B2B customer portal is a dealer's portal. Through this platform, dealers will be able to view products and make bulk purchases in a click. Payment for the same can be made through online payment gateways and the status of the product shipping can be viewed on the user's dashboard. On the other hand, companies (business owners) can optimize the order management efforts and will be able to track each and every event in the order processing life cycle. Also, personalized offers can be provided to dealers to increase their order value. The support of live shopping agents can also be provided to customers to facilitate trouble-free shopping. Advantages of B2B Customer Portal For Dealers : Can place bulk orders 24x7 throughout the year, even when on the move through their mobile devices Access the latest information about products Track and monitor orders from the system Avail online shopping assistance to facilitate instant query clarification Establish a contact to the company directly from the dashboard For Business Owner(Companies): Digitalize the order management process to increase the efficiency in the process Establish a new communication channel with dealers and thus build an online community of loyal customers Retain customers and generate more sales by providing personalized content and offers Access detailed reports from the system, which can be used for detailed analysis and strategy formulation Portal management can be decentralized by authorizing specific roles to departments based on their function. For instance, the marketing team can be assigned the product management while the sales team monitors online sales. As the whole world is moving towards digitalization, why wait? Start implementing a B2B customer portal and stay ahead of the curve. Contact our team to know more about B2B customer portals and how it will be beneficial for your business. Ecommerce customer experience customer portal Leave a reply Your email address will not be published. Required fields are marker *
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on 06th June 2017 / by Nisha.Oommen
To improve the customer experience effectively, knowing the customer is key. Knowing the customer helps in connecting your customer experience to business results. An excellent customer experience delivers better business and marketing outcomes but its objectives are not primarily anchored in typical marketing measures. Customer experience impact awareness, website traffic and conversion rate but its main goal is to get customers to buy more, increase brand reputation and thus loyalty. Getting the customer experience right requires fresh and innovative thinking through data analysis, collaborative and cross functional approach. Customer experience investments payoff too. According to research from Sitecore and Avanade, the ROI on customer experience investments is 19%1. Businesses tend to associate customer experience to solely improving customer service. Customer experience is a lot more than customer service. While Customer service is limited to each interaction, customer experience is never about a single purchase process. Customer experience is about the bigger picture: It includes all the interactions with the customer including the experience before and after the interactions. It is about building customer loyalty by truly engaging with your customer, understanding them and empowering your site to do it through personalization. For instance, a health insurance company that operated in New York only, used a simplified plan design and consumer tools to personalize. Within one year they got 16,0002 consumers in New York to choose from the company’s various insurance plans. Here are the 5 steps to building a personalized customer experience on your ecommerce site Customer Research It is the process of identifying/ finding the preferences, motivations and buying behaviour of the targeted customer. Data Analysis During the data analysis process, the data got can be analysed with the use of mathematics for interesting data readings to clearly emerge, making them easier for the researcher to see. Data analysis can be represented in the form of charts, graphs or tables. Mental Modeling Mental modelling is a hypothesized representation of what happens in the real world, the intuitive relationship between cognition, reasoning and decision making. It also helps to take into account distinct demographic biases and preference which can be harnessed to personalize accordingly their customer experience. Customer Experience Strategy Here we define and outline what kind of customer experience we want our customers to have across all channels of interaction to improve business prospects. Experience Design Finally, while designing for the the customer experience, all relevant factors should be considered including products, services, content, channels, touchpoints, pricing, reach, sales etc. A key approach to design and manage customer experience is to do it continuously. The continuous process of customer research and the data analysis gives deeper insights for better customer experience. The customer’s interaction through the various omnichannels is documented, gaps are identified, so also the opportunities to improve the experience. We, at Zyxware Technologies provide strategic digital marketing solutions integrated with Drupal to provide a 360 degree customer experience for partner firms worldwide. To learn more about how we can help you, please get in touch with us! 1. Research by Avanade and Sitecore. May 2016. Customer Experiences and Your Bottom Line. Accessed June 2017. 2. Linda Ireland.’ 4 Inspiring Customer Experience Examples’. Blog . Published October 2014. Customer Think . Accessed June 2017. Ecommerce Personalization customer experience Leave a reply Your email address will not be published. Required fields are marker *