E-commerce
The store sells, the chat closes
Online catalog, payment links, shipment tracking and the conversation that closes the deal, all on the same order.
What usually hurts
- The cart gets abandoned and nobody follows up with that person
- You post on social and inquiries land in three different inboxes
- You don't know which campaign brought the sale you closed
A reference case
An online store with twelve people
- How they worked
- They took orders from the web and inquiries from three social networks at once.
- What was breaking
- Each channel had its own person and its own spreadsheet, and the same customer showed up three times.
- What was implemented
- A unified inbox with a 360° customer profile, a catalog shared with the store and payment links from the conversation.
- How it ended up
- One order, one profile and one history, no matter which channel the customer came from.
Anonymous case: we describe the situation without identifying the client. No metrics: we publish figures only when they are verified and authorized by whoever provides them.