Ruchika is a regular customer of an eCommerce retailer – Monument Deal. She usually buys designer apparels and shoes. 

 

Monument Deal plans to run a big bang festive sale on Diwali for all; but decides to give some special privileges to its regular loyal customers.  As a frequent customer, Ruchika has opted in to receive special promotions.

Tap the new message notification to continue. 

Ruchika is a regular customer of an eCommerce retailer – Monument Deal. She usually buys designer apparels and shoes. 

 

Monument Deal plans to run a big bang festive sale on Diwali for all; but decides to give some special privileges to its regular loyal customers.  As a frequent customer, Ruchika has opted in to receive special promotions.

The message is more than a mere notification with no call-to-action. It invites Ruchika to respond in order to take part in the pre-sale. Furthermore, it offers a glimpse at what’s coming via an embedded URL that takes her to a disposable app.

 

Both the app and the text response will sign her up for the event. Ruchika has some time to kill right at this moment, so decides to tap the link.

Click link embedded in message to continue

After tapping the link, Ruchika is led to a disposable app. This is a Web app that doesn’t require prior download and works on all smartphone platforms. It lets customers engage right on the spot, bypass tedious login screens and menu navigation.

 

Ruchika has a quick look at some of the offers.

CONTINUE

On the day of the pre-sale event, Ruchika gets another text. In the meantime, she decided to download Monument Deal’s mobile native app so that she always has access to the latest offers.

 

Monument knows that she downloaded their app and therefore embeds a deep link into the Monument Deal mobile app. Once more, no tedious login screens or lengthy navigation: the app opens with the deals page right away.

Click link embedded in message

Ruchika browses through the list of offers and starts adding items she likes to the virtual shopping cart.

 

However, before she can complete the purchase, she gets a call, which leads to the abandonment of the cart. She simply forgets about it.

CONTINUE

Monument Deal is well aware that Ruchika has made digital purchases in the past, and she has a credit card on file. It sends a proactive text message to ask Ruchika about the items in her shopping cart.

 

Through the technology of Natural Language Understanding (NLU), the system can understand plain English (and 20+ more languages) and can therefore ask her in a way that doesn’t sound too robotic. However, the dialog is indeed fully automated; no agent involvement is needed to engage in a text conversation with the customer.

 

This is called Interactive Text Response (ITR).

 

Should the application fail to properly understand the customer’s text message, it can transfer the text chat over to an agent, who will continue the dialog on SMS, unless the customer wishes to switch to the voice channel.

 

Ruchika feels she cannot make the purchasing decision just yet, as she still has questions about the item she is about to buy. She asks Monument Deal to please call her back.

CONTINUE

Show speaking bubble “Hello there Ruchika, this is Sanjeet from Monument Deal. I can see you’re interested in the XXX. How can I help you?”

 

The agent calling on behalf of Monument Deal has the full picture of her customer journey in front of him. All the details of how she interacted with the system, and the customer records from the CRM system are visible to him. To Ruchika, this just means that she doesn’t have to repeat any information.

 

We call this Experience Continuity.

 

Ruchika clarifies the outstanding questions with Sanjeet and completes the purchase. Through smart combination of mobile communication technologies that fit perfectly into Ruchika’s lifestyle (SMS, mobile Web, mobile native app, phone calls), Monument Deal was able to recover Ruchika as a customer, which otherwise might have resulted in lost revenue.

This concludes the first part of our demonstration. Please tap the home button to see it again or return to the Retail Experience Pre- And Post Sale page to see what Ruchika’s post-sale experience looks like.

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