How to Increase Sales by Providing a Great Customer Experience That is Easy to Socialize

The true customer journey encompasses attract, convert, fulfill and support.  Each of these milestones are chances for your brand to be present and make a difference. Mobile devices are becoming the new customer journey 'buddies'. When a prospective client walks into a store (or an online store), he or she is already checking reviews, asking friends on Facebook for advice, and doing his or her due diligence in order to make an informed purchase. When it's time to setup, get training, or support, your audience picks up the device and expects self service or another preferred channel. And during the entire process, social media is the sounding board to share a great find or write a customer satisfaction report that blasts the news feeds of close connections. 

Take a few minutes to see how Virtual Agent technology in the hands of your consumer can be a brand differentiator.  Learn how a simple QR code on product packaging can trigger a Virtual sales rep that follows your customer throughout the journey from attract, convert, fulfill to support. See how smarter self service yields increased conversion, increased customer loyalty, and takes your brand viral. 

View the SlideShare Presentation: How to Increase Sales by Providing a Great Customer Experience that is Easy to Socialize. 

 

P.S.  The holidays are approaching, and the support rush will follow closely behind. 89 days until Christmas day.    

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