Mont.com
Carrier
3:15 PM
100%
Monument Outdoors
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Hi Evan! We are excited to share some more info with you on the Fall Preview sale! Which of the 5 days would you like to come in?
I'm SO in!
Great! We'll send you a quick reminder the day before. Please notify us when you arrive to receive the coupon. See you then, Evan!
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Carrier
10:17 AM
100%
October 16th works best for me
Monument EXCLUSIVE INVITE to Fall Preview Sale 10/14-17 at 30 Main St, Cambridge MA. 30% off new arrivals. Reply I’M IN for coupon or send CALL ME for details.
This is Monument Outdoors with a quick reminder of our Fall Sale tomorrow 10/16. Once in the store, send "I'm here" to receive the coupon. See you tomorrow!
I'm here!
As you check out with your purchase today, please use this QR code to get up to $10 off. In-store only!
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Carrier
3:15 PM
100%
Monument Outdoors
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Where is the sleeping bag section?
Hold tight, one of our camping experts will meet you at aisle 7 in just a moment.
Thanks. I'm there now but I need help. Can you send someone?
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Carrier
3:17 PM
100%
Sleeping bags are in the back of the store in Aisle 7. Tap the attatched image or visit http://mont.com/kl4hyr for a map
Monument Outdoors
Back
As you check out with your purchase today, please use this QR code to get up to $10 off. In-store only!
Write a message...
Carrier
3:15 PM
100%
Where is the sleeping bag section?
Sleeping bags are in the back of the store in Aisle 7. Tap the attatched image or visit http://mont.com/kl4hyr for a map
Monument Outdoors
Back
Carrier
3:15 PM
100%
Mont.com
You are an existing customer of Monument Outdoors and are browsing their webpage for some new camping equipment. You spot a banner about an upcoming sale of Monument’s new fall line.
This banner is inviting you to start a conversation via Facebook Messenger to find out all the details.
Click on the banner ad to continue
Monument Outdoors greets you with a message, inviting you to opt in for the sale event.The system can process responses in plain English (and many more languages) using Natural Language Understanding.
The interaction is fully automated yet looks and feels like a conversation with a person. The responses from Monument Outdoors come within seconds.
This is Interactive Text Response (ITR).
After a short on-the-spot interaction, the in-store visit is confirmed for the 16th.
The system confirms everything with a final message.
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You visit the store on the 16th and are shopping for a new sleeping bag to take on a camping trip in November.
Facebook Messenger lets you combine text with images and other rich media to offer an interactive experience for the customer. This example shows the use of a personalized QR code as a further incentive to make a purchase.
Having only shopped online before, you don't know the store layout and aren't sure where the camping section is. Instead of having to look for an employee, you reply to the message right within Facebook Messenger.
The ITR application easily understands the "where is <productname>" syntax and gives the location of the sleeping bag display along with a planogram link to visually give directions.
Click the embedded link in the direct message or click here
An image of a store map is directly included in the message. In addition, the customer can tap it to be directed to a disposable app.
Disposable apps are special-purpose mobile Web apps that work on all smartphones, do not require prior download, and let you accomplish tasks more efficiently by sending you directly to relevant context derived from the prior engagement, bypassing tedious log-in or menu screens.
Knowing the customer – based on their phone number – the link provides more than a generic in-store map. It takes the context of the conversation into account and points the customer to the specific section requested.
Beyond the static content of the map, the customer can get access to their account, a shopping list of saved items and in-app help for further assistance.
Continue ➝
Not knowing much about the various sleeping bag ratings, it would be helpful to talk with an employee face to face.
While ITR applications can parse through text to find the most likely intent, we can flag for specific phrases such as “need help” to dispatch someone right to the customer.
Because the application tracks context, Monument knows the customer is in the sleeping bag section from their prior interactions.
That’s what we call Experience Continuity.
Using context cookies, the solution builds a repository of contextual data of all interactions between a customer and a company during any touchpoint across any channel, incl. the contact center.
Continue ➝
Using the same text interaction system, we can notify all employees (based on skill level) that a customer requires assistance, what products are involved and the customer’s location. Employees do not have to use Facebook Messenger for that: the system leverages basic text messaging (SMS), which works on old cell phones and smartphones alike.
The first confirmation by an employee will trigger a notification to the other staff members that someone is on their way.
Continue ➝
While it would be great to have employees know everything about the items for sale, it’s not always possible when a store has thousands of SKUs.
The employee can be equipped with critical just-in-time information to assist the customer: Questions to help the customer qualify which product suits them best, inventory counts, and related products for potential cross-sell and up-sell.
This type of data would otherwise only be available to agents in the contact center, but with a smart device, they can access it easily and with valuable context.
Click the link embedded in the last message or click here
Our in-store employee helps make the sleeping bag purchase and with the suggested items list, is able to cross-sell a cooking set perfect for camping trips. As this set is not available in store, the employee is able to place the customer's order directly from their smartphone on the floor for home delivery.
Our in-store employee helps make the sleeping bag purchase and with the suggested items list, is able to cross-sell a cooking set perfect for camping trips. As this set is not available in store, the employee is able to place the customer's order directly from their smartphone on the floor for home delivery.
Tap the Home button at the bottom of the phone to restart the experience.
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Automated Self-Service Script
Agent-Assisted Live Dialog