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5 ways to increase profitabilitywith emerging chat and voice platforms
Fang Cheng CEO and Co-Founder
Shoppers have the power of choice
60%+
Free Shipping!
Free Returns!
Next day delivery!
Click and collect!
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Conversational Channels are rapidly expanding
72% 83%of millennials text 10 or
more times a dayof millennials open text
messages within 90 seconds of receiving them
12
3Preferred channel for notification from business
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Voice assistant usage is growing – Alexa and Google Assistant
0
12.5
25
37.5
50
2014 2015 2016 2017
40MUS households will have voice-enabled devices
Voice assistant usage is growing – Alexa and Google Assistant
0
12.5
25
37.5
50
2014 2015 2016 2017
40MUS households will have voice-enabled devices
1/3Echo owners have made a purchase assisted by Alexa
67%
33%
The Age of the Shopper
Customer Experience is the key to creating lifetime customers 82%
of customers stopped doing business with a company after experiencing poor customer service in 2016 (vs 76% in 2014). – Mary Meeker, Internet Trends 2017
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> Browse
Choose
Track>
Exchange/return
Re-engage
<
>>
Buy
Over 50% of customers don’t return
Monetate EQ - A Tale of Two Customerswww.letslinc.com
Profitability depends on repeat customers
Improve customer satisfaction and
relationships
Decrease service, support and
operations costs
Increase loyalty and lead the customer to
repeat purchases www.letslinc.com
The 5 ways to increase profitabilitywith emerging chat and voice platforms
Offer OptionsBe Real-TimeStreamline
Have ContextLearn
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1. Offer Options
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Give Customers
OptionsOrder confirmation opt-in
is the most effective discovery and customer
acquisition point for social and voice platforms
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Chatbot opt-in and tracking
GET SHIPPING UPDATES
SMS SMS
Messenger
Alexa
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Chatbot opt-in and tracking
Messenger
You have signed up for shipping updates. We will notify you of any updates about your current…
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Chatbot opt-in and tracking
Hey what’s my order status?
Get excited! Your order’s on the way! It should arrive on Thursday, Aug 28th.
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Chatbot opt-in and tracking
Thanks so much!
You’re welcome!
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<1% opt out after switching Messenger on
Facebook Messenger
13.9%of shoppers opt-in organically
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43%SMS opt in rate
42%SMS click rate to landing page
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Customers use what is most convenient
2. Be Real-Time
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Shoppers use Messenger for 2-way conversations with brands
Shoppers love to engage
74%of opted-in shoppers
ask a question or make a comment
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Real-time automated resolution
81%of opted-in shopper
inquiries are resolved with automated service
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3. Streamline
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Chatbot return
Hey! Can I get help with a return?
Hi This is KIKO chatbot, We found 3 eligible orders in your order history for return.
Start Return Start Return Start Return
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Chatbot return
Hey! Can I get help with a return?
Hi This is KIKO chatbot, We found 3 eligible orders in your order history for return.
Start Return Start Return Start ReturnStart Return
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Chatbot return
Hey! Can I get help with a return?
Can you tell me what is your return reason?
Not as expected Not worth price Wrong item received
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Chatbot return
Can you tell me what is your return reason?
Not as expected Not worth price Wrong item receivedNot as expected
Not as expected
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Chatbot return
Your return label has been created and we also sent you a copy to your email.
Print out return label Return instructions
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Chatbot return
Your return label has been created and we also sent you a copy to your email.
Print out return label Return instructionsPrint out return label
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Return Mailing Label
Return Authorization Slip
Cut this label and affix to the outside of the return package
Print this return authorization and include a copy in your return package
Style not as expected#81775556VELVET PASSION MATTE LIPSTICK / Poppy Red
7698615
Return ReasonProduct
77 Geary St Fl 5 San Francisco CA 94108-5703
Order ID Order Shipping Address
All items must ship by Aug 25, 2015.
Instructions for mailing your package
1. Place return slip inside the return box.
2. Attach return label to the shipping box.
3. Take this package to a UPS drop off location for shipment by Feb 26.
1
Quantity
Chatbot return
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Hi Diana! Based on what you’ve returned here are a few items we think you might like.
Add to Cart Add to Cart Add to Cart
Chatbot return
14%Returns converted
to purchases
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eBags using Voice to automate resolution to customer inquiry
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eBags using Voice to automate resolution to customer inquiry
Alexa, ask eBags where my order is.
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eBags using Voice to automate resolution to customer inquiry
Alexa, ask eBags where my order is.
Your Purple Roller Master is on the way! The Estimated Delivery Date is this Thursday August 28th.
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4. Have Context
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Voice re-ordering and upsell - customer and product context
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OK Google, ask Kiko to reorder my foundation
Voice re-ordering and upsell - customer and product context
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You recently ordered Mineral Fusion in Beach 04 color tone, would you like to reorder this item?
Voice re-ordering and upsell - customer and product context
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Voice re-ordering and upsell - customer and product context
Yes thanks
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Voice re-ordering and upsell - customer and product context
Great. Your total is $24.49. Would you like me to include some free sample mascara with your order as well?
Intelligent Up-sell
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Voice re-ordering and upsell - customer and product context
Yes!
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Voice re-ordering and upsell - customer and product context
Yes!
Got it. You are all set. If you like the sample, just ask me to place an order
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Agent context
5. Learn
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Learn from customer feedback
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Learn from data
73%of initial interactions occur before
the in-transit notification• 62% tracking questions• 20% handed to human agent• 9% ‘thank you’
8%of initial interactions occur
between the in-transit notification and delivery notification
• 30% handed to human agent• Remainder are tracking related
19%of initial interactions occur
after delivery• 46% are thank-you/positive • 30% passed to human agent• 15% are tracking questions
Before in-transit In-transit Delivered
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How to Launch Automated Customer Care?
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Custom-Built Agency
Bots
Build in-house with tools
Customer Care Automation
Platform Full customizationBuilt for your needsCustom integrations for your systemsGood for heavy customization
ie. Watson, api.aiSpecific use-casesBuild actions/functions/integrationsUpdate with new buildsGood for strong teams
Built to solve specific vertical problemsPre-built integrationsExpanding featuresGood for fixed budget and speed to market
How to Launch Automated Customer Care?
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60%+
Customer Care Automation connects existing platforms
Social Management
Platform
SMS, ChatBots &
Voice Assistants plus Email &
Web
Email Service Provider Customer
Support Platform
ERP
Logistics
Product Feed
Ecommerce & OMS
Customer Care Automation
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Browse
Choose
>
<Item Tracking
Exchange/Return Item
Re-engage
WISMO questions
On-Demand Reorder
Split Shipments
Product Recommendations
$ Buy
Compare
CampaignsSampling
Transforming one-time purchasers into lifetime customers
Buying JourneyRe-Engagement Journey
Fang Cheng CEO and Co-Founder [email protected]
