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WIG-CARE Enterprise for Retail
Increase conversion rates and average order values. Maximize customer satisfaction. Optimize your chat channel
OVERVIEW
Each year, businesses spend billions of dollars in an effort to drive potential customers to their websites. From paid searches, to online and conventional advertising, all roads lead to the Web.
The wisdom of such investments seems clear. Everyone - from the chief marketing officers (CMOs) to company investors, down to consumers and the advocates who represent them - understands the inherent value of the Web. Its unprecedented ability to influence buyer perception has altered the way products are marketed. Virtually no one makes a major purchase without going online first.
Nor do customers doubt the safety and security of online shopping, as the numbers clearly indicate: Forrester Research reports that US online retail sales will reach $316 billion in 2010. Thus the Web, with its vast bandwidth, branding expertise, and forum for sharing, has become everything CMOs hoped it would achieve, except the phenomenal channel for sales that is its potential. Shop.org reports that online conversions for most retailers still hover somewhere between two and three percent.
Therefore, an immediate urgency for CMOs is to find a way to transform the Web from the first place to learn about products into the first place to purchase them. Only then can businesses truly reap the benefits of the billions they invest.
That's why WIG-CARE has introduced WIG-CARE Enterprise for Retail, a third-generation engagement solution that enables retailers to take control of their online store by applying to the online medium some of the best practices long relied upon by the brick-and-mortar counterparts, specifically visitor segmentation and targeting.
BENFITS
WIG-CARE Enterprise for Retail was
built on WIG-CARE ’s Engagement Marketing platform, an online
strategy that enables retailers to target the right visitor
with the right message in order to affect the desired outcome.
This comprehensive solution blends a
proven value-based methodology with an active rules-based
engagement engine and deep domain expertise to advance online
sales and service initiatives.
Increase conversion rates.
Replicate the in-store experience by reaching out to visitors
who demonstrate purchase intent or abandonment behavior and
guiding them through the checkout process. The WIG-CARE
Enterprise rules-based engagement engine analyzes traffic
patterns in real-time, identifying and engaging visitors who
are most likely to benefit from live assistance to
dramatically increase conversion rates and prevent shopping
cart abandonment.
WIG-CARE retail customers experience
average chat-enabled conversion rates of greater than 15
percent.
Increase average order values.
WIG-CARE Enterprise monitors
specific events that indicate a visitor’s propensity to place
or upgrade an order if engaged by an agent and applies
business rules to trigger proactive invitations to these
pre-qualified leads.
As a result, WIG-CARE retail
customers have consistently increased average order values by
35 percent.
Reduce service costs and increase
agent productivity.
Shifting service requests
from telephone to highly cost-effective online channels
increases the number of agent interactions per labor hour by
more than 20 percent, significantly reducing the average cost
per interaction. Savings stem from concurrency: chat agents
can handle three to four concurrent chats using WIG-CARE ,
versus one per phone call, greatly boosting their efficiency
rates.
A comprehensive predictive dialer maximizes agent utilization
and eliminates long wait times. The dialer
simultaneously assesses agent availability and the number of
hot lead visitors, then synchronizes invitation delivery
accordingly.
Gain insight with real-time
monitoring and reporting.
Glean valuable
insight into online sales initiatives with real-time reporting
on conversion rates, abandonment points, entry pages,
navigation paths, rules effectiveness and campaign
performance. Using these tools, retailers can monitor visitor
behavior in real time, and optimize traffic to checkout and
checkout to order paths.
Foster long-term customer loyalty
and satisfaction.
WIG-CARE Enterprise for Retail
promotes customer-centricity, a critical driver of
acquisition, satisfaction and retention in today’s
commoditized retail environment. The solution’s sophisticated
productivity and analytics tools ensure that customers are
routed to appropriate skill-groups, speeding time to
resolution. In fact, WIG-CARE retail customers realize
customer satisfaction rates of greater than 85 percent.
WIG-CARE SOLUTION
WIG-CARE Enterprise for Retail offers key features that are essential to delivering the following to enterprise-class retailers:
Provable increase in total orders and
total revenue
Higher volume of qualified leads and
opportunities
High agent productivity as measured by
chats and orders per-hour-worked
High service levels as measured by
shorter wait times for visitors and lower abandonment rates
Proactively deflect high cost phone and
email contacts to a lower cost channel
Key Components of the solution include:
Value-Based Methodology.
For enterprise-class retailers, simply adding chat technology
isn't enough. A chat strategy must encompass people, process
and unique business requirements, as well as technology to
succeed. Based on industry best practices, WIG-CARE
This begins with an extensive site audit to determine potential flows that may be currently limiting success. More importantly, to ensure ongoing success, every event that occurs within the sales funnel process must be planned, tested, executed, measured and assessed on a continuous basis in order to achieve desired performance levels.
WIG-CARE 's value-based methodology includes:
Scorecards to measure performance
trends and incremental value
Rules analysis to ensure each active
rule is driving incremental value
Domain expertise to make all changes
required to optimize performance
A hands-on account management approach
along with an extensive array of programs to optimize your
implementation
Technology Platform & Engagement
Engine.
The WIG-CARE Enterprise platform's
engagement engine is a key differentiator in that it features:
A rules engine with engagement options
that enable focused targeting of incremental orders
Active, server-based rules to
continuously monitor visitors throughout the session (high
potential visitors may not exhibit hot lead behavior patterns
initially; knowing if and when to engage them requires
continuous monitoring)
A comprehensive predictive dialer to
evaluate agent availability and send invitations only when
agents are immediately available
Cross-channel escalation that allows
for seamless transition to another channel when appropriate.
For instance, visitors may opt to escalate to a voice call
when inquiring about a complex product
Multi-channel business rules to enable
proactive chat or voice invitations for the available channel
most appropriate for each visitor scenario
Real-time data mining leveraging
self-learning predictive modeling to increase acceptance,
conversion and customer satisfaction rates by scoring visitors
most likely to benefit from interaction and prioritizing
customers based on their score
Domain Expertise.
Build vs. buy is a very important consideration prior to
selecting a chat solution provider. Building a chat program
in-house is an expensive proposition. Unlike many e-commerce
fields, there is very little domain expertise in Engagement
Marketing. With over 6,000 customers, WIG-CARE has more
experience and domain expertise than any other vendor.
WIG-CARE will shave years off the chat learning curve with
best practices and industry benchmarking techniques designed
to maximize performance and ramp productivity from the very
beginning.