While shopping online,do you ever become annoyed of all
the irrelevant suggestions about different products and/or services a company throws at
you? I know I have, and most of the time, it can ruin my overall shopping experience.
Good news is, companies don’t have to be overly pushy to up-sell new products or
services. A few weeks ago, we shared how a leader in the consumer electronics industry leveraged their Virtual Agent to increase support AND service revenue. Instead of marketing irrelevant
upgrades and features to consumers, the company used the Virtual Agent to
suggest appropriate items, at the appropriate times. By doing so, it gives
users a more personalized experience, and comes across as more of a helpful
hand than a pushy sales tactic.
Industry leaders are recognizing the need to provide answers
to pre-sales questions. Take for example the launch of Windows 8. Leading PC
companies were getting an overwhelming number of questions regarded this new
Operating System, one of the top questions being as basic as, “Where is the
start button?” Making sure consumers understand the product before it is
launched, is just as important as supporting it.
Another example, imagine you are a student, looking for a new laptop for
school that also meets the needs for your new internship. You take a look
on Amazon, but you are not sure which laptop has the right features for you.
Leveraging a Virtual Agent can streamline the process of finding the laptop
that best meets your need, and also suggest relevant add-ons based on the
context of the conversation. For example, you type in that a lot of memory is important for you. The Virtual Agent
can give you laptop options that fits your criteria, offer upgrades to enhance
your needs (extra memory), and automatically put those items in your shopping cart for you. A Virtual Agent can help with all aspects of the customer journey; pre-sale, purchasing, and support.
Do you agree that more emphasis should be put on selling new products/ upgraded features to consumers in the right context? How does your company increase service revenue?
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