Today brands are faced with two main challenges: unassisted sales at the store and capturing in-store customer behavior metrics. The experience has shifted, shoppers expect to be able to access product information on their own terms and at any time.
SalesAdvisor is your customers’ digital shopping guide. It is a Virtual Assistant (VA) designed to increase sales by educating, providing advice, and offering cross-selling opportunities at the point of sale. Virtual Assistants are like live chat. However, instead of interacting with a person, shoppers interact with an Artificial Intelligence (AI).
“The use of noHold technology for both sales and support has resulted in a cleaner, enhanced Customer journey and is a revenue generator. We are pleased with the Customer Satisfaction rating the VA sustains. We continue to increase the scope of the VA, as we release new products.” – Garry Schultz, VP of Customer Care
Omnichannel
Your audience lives in a social, mobile, web-empowered world. Meeting your customers on their preferred channel even in stores, increases brand loyalty. SalesAdvisor lives in the cloud, which means it can be leveraged across channels, at any time, from anywhere.
Benefits
- Increase in-store Sales
- Reduce returns
- Boost Customer Satisfaction
- Reduce support costs
- Capture the Voice of the Customer
- 24/7 Availability
- Quick Implementation
- Reduce Training Time
- Integrate with Company Ecosystem
“It’s proven to be such a wonderful tool to assist our consumers in making the best buying decision to meet their needs.” – Annette Kanakaris, Director of Operations
Business Case
In July, a networking equipment company launched a Retail SalesAdvisor in over 7,000 stores for 25 products. The SalesAdvisor is an extension of their Virtual Assistant that is available on the website.
The Challenge
While finding success with the Virtual Assistant on their website, the networking equipment company struggled to provide a consistent experience for customers when shopping in store. They relied on the retailer to provide accurate and relevant information about their products. With staff changing frequently and new products being released constantly, it was impossible to maintain the level of customer care they desired.
Our Approach
noHold utilizes a patented technology to turn a manual into a SalesAdvisor. This functionality allows us to quickly train the SalesAdvisor on hundreds of products. We designed their SalesAdvisor to answer pre-sales questions as well as guide shoppers to the best product for them. To launch the SalesAdvisor in stores, the networking equipment company redirected an existing QR code on their packaging to point to the SalesAdvisor.
Lessons Learned
- Data collected by SalesAdvisor are critical in identifying actionable customer behavior metrics.
- A Natural Language Processor (NLP) is a key component in understanding questions in the customer’s own words.
- An Inference Engine capable of rendering multi-turn conversations with the customer is also critical to completely understand customer intents.
- Having a proactive product recommendation flow is important for customers shopping in store.
Conclusions
- 62% of the SalesAdvisor usage comes from in store scans.
- 49% of customers used the product recommendation flow while in store.
- 44% of customers searching for a product use Xfinity as their service provider.