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on 17th December 2018 / by nisha
Inventory management software is an application software for businesses to track sales, orders, product inventory levels, deliveries, etc. It is a tool used for organizing inventory data that decades back was stored as hard copies and endless spreadsheets that was time consuming to analyze. E-commerce businesses use inventory management software to avoid product outages and overstock. Components of an Inventory Management System The major components of an inventory management system are: Product Tracking This gives information on product inventory, activity graph and report. Asset tracking can be done using desktop software, mobile apps, barcodes , RFIDs etc. Restock Notification A digital inventory management software can be programmed such that when the inventory level of products reach its reorder point, the system automatically notifies the store manager. The reorder point for each product can be set taking into consideration the lead time( i.e the time taken for the product to reach the store after an order is placed) and the buffer stock ( in case of emergencies say there is a delay in stock arrival). The reorder point can be set higher for high demand seasons. Product Identification Data on products and the order level can be fed into an inventory management system using product identification methods. Any information related to the product can be got using the barcode, RFID and other wireless methods of product identification. QR codes and NFC tags using smartphones as scanners are other identification methods that are used. These above components provide efficient inventory optimization methods while opening the way to a fully automated demand forecasting system. Having explored the major components of an inventory management system let’s now see what are its benefits: Benefits of integrating Inventory Management System to your site Time saving, better decision making capabilities, reduction in unwanted inventory and spending are some of the benefits of having an inventory management system for ecommerce sites. Other benefits include Central Access Having an inventory management software help in accessing the inventory from a common dashboard that helps in management. Decisions Based on Real Time Data The Inventory Management System (IMS) gives better insights into inventory levels real time. Enhanced Operational and Supply Chain Efficiency Integrating IMS to ecommerce systems provide access to the product giving better insights for efficient supply chain management. Front and Back Office Under One Portal With online inventory management tools, audits can be performed quickly and anywhere without having to be in person at each store location. Inventory and Personalization Now with the onset of better data analysis and personalization tools, the scope and benefits of an inventory management system have gone up several notches. Visibility of Real-Time Inventory Making the stock level of products visible to the customer provides a two fold purpose. This will ensure that the products that are out of stock are not recommended for purchase. Low stock inventory will encourage the customer to buy the product. To truly optimize your inventory, you have to fully understand your product sales pattern and customers. You have to know the demographics of your customers, their buying habits or budgets. We at Zyxware Technologies have been building robust web applications for our clients in the ecommerce sector for more than a decade. We work with Magento and Drupal platforms to make the best possible package that suits your business. We ask questions. We observe. We analyse. Then we propose an inventory management system that befits your business process and help integrate it to your ecommerce site or even help build the ecommerce site. To get in touch with us click here! Ecommerce Inventory Management Software Personalization Leave a reply Your email address will not be published. Required fields are marker *
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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 17th October 2017 / by ijas.ansari
Personalization is all about providing unique services and content to customers based on the data a company has about their customers. Providing personalized customer experience has become a top priority for most of the business because personalization has a great impact on brand advocacy and brand loyalty. Traditionally, marketers personalize the content and services based on a sample survey, that explains the behaviour of a large group with the data collected from a small group. Reaching the right user at the right time Personalization is not just about addressing the customer by their name or suggesting products that others have bought, it is about going deeper into identifying the preference of each and every individual customer and tailoring the products and services to meet their preference. It is a great challenge for e-commerce companies to reach the right user at the right time with the most appropriate message that will motivate them to complete a goal. The best possible way to overcome this challenge is data driven personalization. Effect of data driven personalization Customer data has become the key to personalization, the more relevant data you have about your customer, the better you can implement highly effective personalization strategies for your e-commerce store. To get complete and relevant data you will have to track each and every interaction a customer has with the site. Some of the major changes that data driven personalization can bring on e-commerce stores are Target abandoned carts Data driven personalization can help to strategically target cart abandonment with special promotional offer tailored for specific customers based on their interest and purchase behaviour. Get valuable insight Each and every action a visitor does in an e-commerce site are of at most importance to create comprehensive customer profile. By collecting each and every data about the browsing behaviour of visitor we will be able to create personalized campaigns based on the insight and make them a customer. Turn data to strategies Most companies will have enormous amount of data about the customers but most of these data are not used efficiently. Data driven personalization help to utilize these precious data to create personalization strategies that can in-turn create greater impact on customer experience. Data Management Platform (DMP) can help you to get accurate insight on the interest and behaviour of each and every individual who visit the e-commerce site. Integrating Data Management platforms with a robust Content Management System like Drupal will help to seamlessly target the right user based on the insights from the DMP and provide unique contents such as displaying coupons or offers specific to user interests through the CMS. Get in touch with us, to know more. Personalization Ecommerce Leave a reply Your email address will not be published. Required fields are marker *
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on 09th August 2017 / by Nisha.Oommen
Inventory management software is an application software for businesses to track sales, orders, product inventory levels, deliveries, etc. It is a tool used for organizing inventory data that decades back was stored as hard copies and endless spreadsheets that was almost impossible to analyze or took too long. E-commerce businesses use inventory management software to avoid product outages and overstock. In the services and manufacturing industry it can be used to create work orders, bills of service, resources, man-hours and other output related documents. Components of an Inventory Management System The major components of an inventory management system are: Product Tracking This gives information on product inventory, sales data, activity graph and report. Asset tracking can be done using desktop software, mobile apps, barcodes , RFIDs etc. Restock Notification A digital inventory management software can be programmed such that when the inventory level of products reach its reorder point, the system automatically notifies the store manager. The reorder point for each product can be set taking into consideration the lead time( i.e the time taken for the product to reach the store after an order is placed) and the buffer stock ( in case of emergencies say there is a delay in stock arrival). The reorder point can be set higher for high demand seasons. Service Management For service providing companies the inventory management software can be used to track the cost sustained or the man hours provided for the service. Product Identification Data on products and the order level can be fed into an inventory management system using product identification methods. Any information related to the product can be got using the barcode, RFID and other wireless methods of product identification. QR codes and NFC tags using smartphones as scanners are other identification methods that are used. These above components provides efficient inventory optimization methods while opening the way to a fully automated demand forecasting system. Having explored the the major components of an inventory management system let’s now see what are its benefits: Benefits of an Inventory Management System Time saving, better decision making capabilities, reduction in unwanted inventory and spending are some of the benefits of having an inventory management system for ecommerce sites. Other benefits include Central Access Having an inventory management software for brick and mortar stores, chain stores et cetera help in accessing the inventory from a common dashboard that helps in managing all the stores. Decisions Based on Real Time Data Based on the real time information on sales, the Inventory Management System (IMS) gives better insights into profit margins, product performance and inventory levels. Enhanced Operational and Supply Chain Efficiency Integrating IMS to ecommerce and EDI (Electronic Data Interchange) systems provide access to the product and cash flow maps giving better insights into profit measures that can be taken across the operations and thereby to more efficient supply chain management. Promotional Marketing Strategies With real time information of sales, inventory and projected sales, intelligent decisions can be made on discounts, offers, campaigns and promotion efficacy. Front and Back Office Under One Portal With online inventory management tools, audits can be performed quickly and anywhere without having to be in person at each store location. Cash flow, credits, payroll, deposits, taxes, payments etc can be managed from one centralized location. Inventory and Personalization Now with the onset of better data analysis and personalization tools, the scope and benefits of an inventory management system have gone up several notches. The 6 ways in which personalization can help online merchandisers: Dynamic Merchandise Display Products can be presented on the pages based on the shopper’s profile and in-session behavior. For instance what is displayed on the first page can be varied depending on the customer’s interest, brand preference and other dependent factors like season, day of the week and time of the day. This allows the system to be personalized by determining what are the best products that can be shown to each shopper that will have the higher percentage of acquisition or browsing. Visibility of Real-Time Inventory Making the stock level of products visible to the customer provides a two fold purpose. This will ensure that the products that are out of stock are not recommended for purchase. Low stock inventory will encourage the customer to buy the product. Recommendation Options Recommending the right products is an important part of the merchandizing as it depends on similar products, related accessories. Using the personalization tool can reduce the time spent on picking the recommendation and allows the personalization engine to display the most relevant choices to the shopper depending on their purchase history, profile and in-session browsing behavior. Behind the Scenes Support To meet the overall objective of the business goals, campaigns are set with specific strategies for items or promotions tied to business goals such as high margin items, new brands/ products or sale, promotional items. The personalization tool helps roll this campaign by filtering and sorting shoppers who are best targeted for these offers. Improve Customer Experience With better tracking mechanism of inventory using smartphones, tablets and barcode scanners, store owners can track, manage and provide better experiences for the customer through out the customer journey. Help Desk Services like live chat fed with data from the personalization engine helps in the customer’s overall journey beyond the time of engagement initialized by the customer. To truly optimize your inventory, you have to fully understand your product sales pattern and customers. You have to know the demographics of your customers, their buying habits or budgets. We at Zyxware Technologies have been building robust web applications for our clients in the ecommerce sector for more than a decade. We work with Magento and Drupal platforms to make the best possible package that suits your business. We ask questions. We observe. We analyse. Then we propose an inventory management system that befits your business process and help integrate it to your ecommerce site or even help build the ecommerce site. To get in touch with us click here! Ecommerce Inventory Management Software Personalization Leave a reply Your email address will not be published. Required fields are marker *
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on 14th June 2017 / by harikrishnan.v
Personalization is at the core of a customer portal. Customer portals offer a handful of personalization options to portal administrators. This include personalization of the content, communication, user experience etc. The better the personalization we deliver, the more effective will be the customer loyalty built. This also influences the purchase behaviour of a customer. Content Personalization Personalization features in customer portal facilitates delivering of personalized content to target audience based on their user persona. This will make customers feel that they are special. It is possible to target both anonymous as well as known users by defining personalization rules. Content personalization can be used for: Personalizing Product Details Product details like price, shipping availability, product recommendations etc can be personalized for individual users as well as for a user group. Eg : Customer ‘A’ and ‘B’ will see different price for same product. As customer ‘A’ is a long standing customer, a discounted price can be shown to him. While ‘B’ being a new user views the standard price. Personalizing Advertisements Advertisements and offers can be customized based on user behaviour, purchase history, user persona etc. Eg : Customer ‘A’ views an advertisement for Trimmer TX-100 in home page, while Customer ‘B’ views an advertisement for a Shirt on that same slot. Here, advertisement has been personalized based on user persona. Personalizing Specific Sections in Landing Pages With the help of personalization systems, each landing page can be made unique based on user persona. Certain sections in landing pages can be made to display personalized data. Eg: Customer ‘A’ and ‘B’ views different discount rates on the same landing page as their referral links are different. ‘A’ is from Facebook while ‘B’ is from an email campaign. Personalized Communication Customer portal facilitates personalization of communication at different levels. This make customers feel like portals are exclusively communicating with them. Personalized communication include Personalized Emails Email content can be personalized based on user persona. Integration of email automation systems ensure that personalized emails are reaching customers on time. Eg : An email can be sent to Customer ‘A’ about offers on the products he had searched the previous week. Personalized Notifications Real time notifications are another way for instantaneous communication. Custom notifications can be served to customers from their dashboards based on business rules. Any type of message can be triggered from the system. This include offers, product launch details, account summary, support messages etc. Eg : Customer ‘A’ receives a notification about stock availability of a product he had searched before. On clicking the notification, he can reach the product page. User Experience The core idea of customer portal is to enhance user experience and thus build brand loyalty among customers. Customer portal enhances user experience by: Offering the Service of Shopping Assistants Customers can be offered the service of shopping assistants, who can clear their queries and facilitate a trouble free purchase process. Human assistants as well as AI powered intelligent chatbots can be used for this purpose. Personalization help these shopping assistants by providing insights about user persona of the customers who they are communicating with. Eg: When Customer ‘A’ initiates a conversation with agent, the agent will receive real time updates about Customer ‘A’s user persona. The agent knows he has used a marketing emailer to reach the website and he has added product ‘C’ several times to the cart. This information will help the shopping assistant to drive more meaningful engagements. Virtual Tour / Product Experience Tools These tools help customers to have a virtual hands on experience of the product. This include virtual product tour, exploring product experience using VR tools etc. Eg: A 360 degree video can be provided to a customer who wishes to buy a car. He can use his VR device to experience the feel of sitting inside the car. Personalized Orders Order personalization is another area where personalization can impact the revenue from a platform. Facilitating customers to personalize their orders will certainly increase sales. Different tools can be offered to personalize the order. This includes estimation tools, size calculation tools etc that help users place their own orders. This will deliver an effortless shopping experience. For instance: If an option is given to customer to estimate the number of wall tiles and accessories needed for a room, he can use the tool and add those products as a bundle to the cart. This will not only save customers efforts, but also increase the order value to a significant level. This is just the tip of an Iceberg. There are many more options available in personalization. To know more about customer portal and the personalization options available, contact our sales team. Ecommerce Personalization 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 *
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on 10th May 2017 / by harikrishnan.v
Personalization has become the game changer for ecommerce sites. It helps store owners to proactively engage with visitors and provide them what they want. Customers also expect e-commerce systems to provide them unique experiences based on their preferences. Studies prove that personalization has increased customer engagement and sales to a great extent. JD Sports, a sports wear dealer located in Bury, England states1 that the implementation of personalized product recommendation feature in their website Millets.co.uk in the year 2014 has constituted an increase of 332% in user conversions. It also accounts for 19% of the total revenue generated by the website. Ecommerce platforms collect as much information as possible from customers based on their interactions in the portal. Here are some ways in which e-commerce portals can deliver personalized experience to customers: Call to actions targeting the customer Specific call to actions can be displayed based on the customer behavior. For instance, display a pop-up advertisement for a product which the customer has viewed in her previous visit and offer a discount. Or prompt the user to input their email address to get a discount coupon for the specific product she is looking for if the user is a first time visitor. Engaging returning customers through customer portals Encourage users to sign-up by giving them special offers. If customer identity is known, the engagement will be stronger. It also enables the portal to engage with the customer even though multiple devices are used to access the portal. For example, if the customer searches for a specific product on her mobile device and later visits the portal from her laptop, the site can identify the user and show the products she is looking for. Intelligent predictions Based on the data collected from various sources, personalization systems can make intelligent predictions on the probability of purchasing a specific product. Based on this information, various automated actions can be taken to increase conversion. Informed chat agents The integration of personalization systems with chat systems allow the informed chat agents to communicate with a visitor accordingly. In the case of a customer accessing the site via a special advertising campaign email, the chat agent will get a real-time notification and can initiate a conversation with the customer with that information. Enhancing user experience with virtual reality Due to the availability of multiple channels for product purchase, customers now tend to go with platforms that deliver them the best user experience. Virtual reality is the trend now. People expect ecommerce platforms to deliver a real-time experience of the products using their VR devices. Eg: For a clothing store, if an option is provided to try a shirt virtually using VR devices or even in their web platform, it will certainly deliver a good experience for users. Another one is allowing users to explore the interior of a car using their VR device. This will give them a feel that they are sitting inside that car. Personalization will not only increase the revenue but also will build brand loyalty among customers. Works Cited: 1. Simon Peirson, "How JD Sports outdoors brands Blacks and Millets integrated personalisation into their experience", Case study, October 2016, Smart Insights, accessed April 2017. Ecommerce Personalization Leave a reply Your email address will not be published. Required fields are marker *
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on 03rd May 2017 / by Safia.F.Mohiuddin
Customer needs are highly variable and complex on an individual level. Present-day customers are maturing at an aggregate level with greater expectations for high customer service standards. Customer service that exceeds customer expectations for increased loyalty and satisfaction is the single most important driver for any business. Personalization in terms of customer service has different angles to it: customized customer service, personalized answers to customer queries, service request fulfillment based on customer context for focused service delivery. In spite all these variances, personalization in customer service has three basic common requirements for customer engagement, which are: Creating a loyal customer base Valid data Practicality through the analytical approach Complying with the expectations related to personalized customer services means that the same quality of customer experience is available across channels. Further, businesses must incorporate inherent seamless transition among channels and availability of most relevant information in response to customer behavior for definitive success. The Mechanics and Advantages of a Loyal Customer Base in a Niche Area The idea of transitioning from economies of scale to economies of scope is significant for personalized customer service in any business. This shift in focus is drastic, steering away from a broad playing field to increasing conversion based on a limited product portfolio for a narrow customer base. Contemporary efforts are directed towards concentrating on greater customer retention for a niche segment by expanding product and service offering considerably. The approach takes advantage of the varying levels of loyalty among customers and adding to the bargain cuts down on advertising costs. However, it demands high focus and a continuous mechanism for capturing customer data and responding to customer queries to gain important customer insights. Importance of Data in Personalization of Customer Service Companies used to rely on simple strategies in the past to help create customer experiences for their limited audience which were fulfilling and personalized. Simple practices such as using customer names, making eye contact, implementing loyalty programs to offer customer service translated to personalized services. While these practices are still valid, reliance on data, using location-based service delivery, using multiple channels to offer customer service, funneled recommendations based on customer behavior and a focused approach catering to the individual needs of customers is the present day strategy for competitive enterprises. Successful companies rely on information in the form of primary client histories, service level agreements, and supplementary data to build conducive environments for thriving customer relationships. Analytical Approach to Personalization Personalization efforts are best supported by relying on public financial information, sales data, or press releases. Further, the analysis of a company’s customer base on the individual as well as aggregate level, which is supported by feedback is important for a fulfilling customer purchase experience. The analytical approach warrants greater customer loyalty through its effective customer engagement and management approaches. Therefore, to achieve measurable outcomes in personalization of customer service, companies must focus on achieving exceptional personalization in customer service, by relying on data and technology to understand customers better. Eventually, a well-rounded approach backed by strategic engagement in customer journeys is the answer for long-term profitability and customer loyalty. To know more about personalizing your customer service engagement on the web, talk to an expert. Works Cited: Kelly Koelliker, ‘The 3 C’s of Personalized Customer Service’, January 23 2015, CMS Wire, accessed April 2017 Amalia Agathou, ‘How To Personalize Customer Service: "It's Personal, It's Business" ‘ December 2010, article, The Next Web, accessed April 2017. Shep Hyken,"Personalize Customer Service To Create Amazing Customer Experiences", blog, Web, SHEPHYKEN, accessed April 2017. Personalization Customer Service Ecommerce Leave a reply Your email address will not be published. Required fields are marker *
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on 10th April 2017 / by Nisha.Oommen
Businesses are increasingly accumulating digital consumer data from the multiple channels through which interactions occur. Personalization efforts can be made tangible, measurable benefits through this aggregated consumer data. According to a Gartner survey1 of vendor's reference customers, there was an overwhelming majority of 99% of those surveyed who stated their satisfaction in receiving the expected ROI from their personalization offerings. Seventy percent of them reported using a SaaS solution. What is personalization? Personalization is targeting services or sales to match a customer’s behavior pattern online, their interests, anticipating them and marketing accordingly. Personalization should be based on a consistent customer experience across all the seller’s touchpoints, delivering a one to one experience. Personalization can be customized to serve multiple services fulfilling multiple needs in the digital sphere. Need for personalization in retail services Personalization is crucial to a successful customer relationship and offers a comprehensive approach to the development of tailored products and services in this increasingly competitive sector. Customer information can be leveraged to optimize pricing decisions, rewarding loyalty, and tailor offerings. This will enable the organizations to know more effectively who and where to promote and where to offer alternate services. Improve personalization across channels Various processes can be simplified and unified across multiple channels reducing the manual effort for the time-constrained customers. Also, customers can be segmented by understanding their preferences, what they want and then effectively provide it. How does personalization work? The first step in personalization is grouping customers according to their behavioral data that is collected. 5 to 10 such behavioral personas are created from the data collected. For each persona, the customer journey is mapped using the series of interaction with a brand from initial browsing to purchase and purchase of related products. Along the customer journey, potential triggers and responses are explored. A key element of personalization is quickness of response to the triggers that are set. The response to these signals through quick and appropriate actions to the individual customers are called triggers. Trying out a message or response to the trigger, evaluating the results, altering the response and measuring the results again. It does take repeated attempts to capture maximum potential value. For example, according to McKinsey2, a leading apparel retailer they worked with had to go through four different trials of a next-product-to-buy email until the winning one was found, which ended up yielding twice the impact of the first iteration. Additional iteration they tried only resulted in lower returns. Demand for personalization Survey3 shows that customers in the ecommerce sector want and expect a personalized experience, and in many cases, are willing to pay more for a personalized experience. This is creating demand for more and more personalization in the various retail services. If you would like to personalize your ecommerce store, we can be your technology partner. Please click here, to get in touch with us! References 1. Penny Gillespie, Jason Daigler and Magnus Revang, Gartner Market Guide for Digital Personalization Engines, PDF ebook, page 2, April 2015, Digitalmarketingsuite.com, accessed April 2017. 2. Brian Gregg, Hussein Kalaoui, Joel Maynes, and Gustavo Schuler, “Marketing’s Holy Grail: Digital personalization at scale”, article November 2016, McKinsey.com, accessed April 2017. 3. Paula Crerar, "The State of Personalization in 2017", blog May 2017, Evergage.com, accessed July 2017. Personalization Leave a reply Your email address will not be published. Required fields are marker *