Throwback Thursday: E-commerce Vendors Incorporating WCS Components into Their Strategy

Happy Throwback Thursday!

Lately, we have been hearing so many remarkable stories about e-commerce, online shopping, innovative QR code ideas, and more. Companies are really pushing the limits on what technology can do in the hands of the consumer. I thought it would be interesting to write a throwback on the first e-commerce software. 

Intershop Communications, founded in 1992, was the leader in e-commerce solutions. Once the World Wide Web became more common, they created the first German, web-based store in 1995. A year later, Intershop Communications was able to market “Intershop Online” to the U.S. This became the first e-commerce software in America. 

Today, e-commerce is such a huge space for businesses to generate more revenue. With the Internet at the palm of the consumers’ hand every day, it is critical for companies to have a smart e-commerce strategy. Leading analysts are now saying it is not enough to just have e-commerce software implemented on your website. It is imperative to construct a strategy that will create a full 360 experience for the customer; and that can be achieved by combining web customer service (WCS) components into your company’s existing e-commerce suites. One way analysts are predicting the vamp up on e-commerce is by e-commerce suite vendors partnering with Virtual Agent (VA) vendors to produce a greater overall experience for the consumer.

Here is an example of a leading security software company that utilizes a Virtual Agent not only for technical support, but also for sales. Since the implementation of the Virtual Agent, they have seen increases in sales by offering options to upgrade, purchase additional licenses, and buy premier support. Based on Virtual Agent metrics, 10% of the Virtual Agent interactions result in eStore referrals each month, averaging 1% “buy now” clicks, and 10% “more info” clicks per month.

Eventually, e-commerce, CRM, and web support will all work together to fulfill that 360 experience for the customer. And as noted above, the ROI for having a blended e-commerce and WCS strategy will be advantageous for your company.

Cheers

The Evolution of Self-Service

Photo Credit: www.flysas.com

As you may know, noHold recently attended the TCS Co Innovation Forum which was held at the Hyatt Regency in Santa Clara, CA. As I was walking around the hotel I noticed there was a self-service kiosk used for checking in. It really inspired me to write a blog about how much self-service has evolved and how much more common it is now compared to just a few year ago.

Now-a-days there are self-service machines virtually everywhere. They are at the grocery stores, restaurants, hotels, airports, banks, and self service beer taps that turn customers into bartenders. Click here to view the article. And how many people actually go inside the bank anymore, I know I use the ATM more often than I decide to go into the bank. Gradually, self-service machines are integrating into our society and generations to come are ONLY going to be familiar with these self-service kiosks.  

Photo Credit: selfserviceworld.com

 We started with vending machines and now there are self-service kiosks in locations you never would think they would be placed. For example, in the food industry. The places where people would usually go to be served are now reaping the benefits of launching a quick, self-service restaurant kiosk. 

I remember going to blockbuster to rent movies with my family every Friday. The next generations are not going to know such a thing because Redbox and Netflix are quickly taking over. Whether the increase in self-service kiosks is good or bad, we can all agree that they are quickly becoming the norm and stores that don’t have them want them, and stores that do have them, want more of them. Being able to adapt to change is a part of life, and it seems like self-service is a big change for most people, but accepting and embracing the change can lead to great innovations.
We realize how much we try to speed up the little things in life that we find to be a waste of time. In this era of technology, every second counts and convenience is key.   

I want to leave you with an infographic I found that goes through the evolution of self-service, dating all the way back to the 1880’s! To view the infographic, click here.

Cheers!