A New Way to Engage Customers With Real Time Decisions. Most merchants miss a huge opportunity to intelligently engage in real time with their customers.
Capitalizing on this missed opportunity could deliver 3% to 5% revenue growth through increased transactions and reduction of customer churn. Traditionally, merchants have engaged shoppers through pricing, promotion and loyalty program tactics delivered through marketing campaigns and customer service. Highly effective marketing organizations would take the data and insight from the customer interactions to determine how best to optimize future marketing efforts (e.g., target audience, message, offers, promotion channel).
These practices are tried and true. Improving execution against this tactics will continue to deliver results and no doubt should remain a focus area for marketing organizations, especially with access to Big Data as an input into the analytics. Real time decision capabilities enable marketing organizations an additional way to engage customers. This way to an immersive customer experience. Lots of people think social commerce means product reviews on your website.
This is understandable, given the demonstrated influence of reviews on consumer purchase decisions. But we think your social commerce experience can have broader reach. We believe you should use social elements like forums, blogs, photo and video galleries, groups, profiles, comments, gamification, social sharing and, yes, product reviews to inject interaction and conversation into every part of the customer journey. Why create such an integrated, immersive social commerce experience? Because it will have a measurable effect on not just conversion, but also audience acquisition, engagement, retention and referral. Pluck, is used by more than 650 retailers and brands including, Ford, UNIQLO, SHOP.CA, Redbox, Nestlé and Mattel. Fill in the form to download our 11×17 Map of the Digital Customer Journey.
Experience Analytics. Scalable to growth.
Adaptable to change. Leveraging SOA and your existing technology The KANA Enterprise platform leverages your existing technology investments by integrating with your enterprise data, applications and messaging systems. The platform is built on service-oriented architecture standards and designed for effective customer experience management. That means costly point-to-point integration and application upgrades are simplified, unburdening IT in the process. IT and business — finally on the same page The Design-Orchestrate-Listen methodology, the cornerstone of KANA Enterprise, enables interfaces to be created visually and/or automatically.
Adapts to users. Service experiences, are consistent across communication channels — phone, email, chat and social communities — even when your customer base doubles in size or product development takes an unexpected turn. KANA Services: Building blocks of better customer experience management Don't write code. Integration Hub.
Customer Intelligence. With Customer Insights and Analytics, we help forward thinking businesses to generate timely and meaningful understanding, to: Attract profitable customersMake customers more profitable through cross-selling and upsellingDevelop customer loyalty and reduce churn due to dissatisfaction, andAdapt their offering to the customer and to their journey.
This means understanding your customers' attitudes, motivations, dislikes and irritations, and what really influences them to buy and buy more, sometimes even before they know themselves. We can help you to rise to the challenges of: Interpreting the results of your analytics, and communicating themIntegrating and coordinating your communications across online/offline and inbound/outbound channelsMaking analytical insights available at the point of customer interactionMaking Customer Insights intuitive to add continuous value More importantly, it gives you the power to take action.
The Customer Insights & Analytics framework lets you: Unified Customer Experience. Unified Customer Experience Analytics (CEA) It can be very challenging to manage multi-channel, multi-site, multi-shift and multi-business customer service delivery operations to deliver high quality customer experience consistently irrespective of the channel of contact.
The volume of data to be analyzed makes it even more challenging to measure, monitor and improve the customer experience and satisfaction. Unified Customer Experience Analytics (CEA) framework from Metrica Systems is an end to end customer experience intelligence solution. It collects, integrates and analyzes customer interactions data from various customer touch points such as Contact Center, IVR, CRM, Website, Back-office and Social Media to discover the actionable insights from customer interactions.
Resource Center. Customer Insights.