Month: October 2021

eCommerce businesses are continuing to experience rapid growth in online orders in 2021. As a result, customer service teams have become overburdened with a rising volume in “where is my order?” (WISMO) queries and other order-related inquiries. At the same time, consumers have also grown increasingly frustrated with long wait times and the inconvenience of using traditional channels, like phone support, that have proven to fail in meeting shoppers’ expectations for immediate answers to simple, order-related questions.

To solve for both of these operational and customer experience oriented challenges, eCommerce brands must turn to automated, self-service solutions that successfully contain order-related inquiries while providing instantaneous order updates through the messaging and conversational channels that today’s customers prefer. 

Here are some of the most popular examples of automated experiences that today’s leading eCommerce brands leverage to provide instantaneous WISMO responses:

Automated Experience for Single Order Lookups

Automated, single-order lookups enable customers to immediately get order status information on their latest purchase through conversational channels like web chat, Facebook Messenger, SMS, and more in just 3 easy steps.

Customers simply need to start a conversation through their messaging channel of choice, enter their email to verify their account, and select “View Order”.

Through an integration with popular shipping APIs like EasyPost, conversational automation solutions can instantly provide consumers with their most recent order status.

Proactive, Automated Order Status Updates

Today’s leading eCommerce brands also leverage proactive order notifications through conversational channels to keep their customers informed on the status of their order as it progresses towards their doorstep.

In the example above, a customer opts in to automated Facebook Messenger order status notifications from their initial order confirmation email. After opting in, the customer is sent a series of push notifications through Facebook Messenger that informs them of each change in their order status.

Seamless Transitions to Customer Service Platforms

Of course, while conversational automation is highly effective at successfully containing the vast majority of order-related inquiries, not every inbound issue can be resolved through self-service channels. For the remaining inquiries that are too complex to be solved through self-service channels, automated experiences must also be able to sync with popular Customer Service Platforms like Zendesk, Oracle, and more to provide seamless transitions to live agents.

By connecting with popular CSPs, automated experiences can greatly drive agent efficiency by verifying account information before inbound tickets reach the agent and by supplying them summaries and key details from customers’ interactions with the conversational AI.

The Benefit of Providing Automated WISMO Responses

By providing customers with the option to get fast, self-service responses to WISMO inquiries, eCommerce brands like TechStyle Fashion Group have been able to successfully contain over 85% of inbound, order-related inquiries while simultaneously driving 95% customer satisfaction.

Is your brand experiencing an overwhelming volume of WISMO inquiries? Contact us today to learn how we can work with your customer service team to deploy a highly-intelligent automation solution in a matter of weeks.

This year, holiday shopping will be more digital than ever before. As consumers continue their shift to online channels and major retailers cancel in-person Black Friday sales, brands must quickly adapt through new omnichannel tactics that capitalize on surges in online traffic. Here are five strategies for doing just that.

5 Examples of Top Retailers with Brilliant Omni-Channel Strategies For Holidays

1. The Gift Recommendation Engine – Guided Selling

Digging through endless product listings, looking for the perfect gift, is a tedious and challenging process for holiday shoppers.

However, AI-powered assistants, used by leading brands like Nike Jordan and Lane Bryant, make it easy and frictionless for shoppers to find the precise gift for their recipient.

Deployed on your web site, in apps, or social channels like Facebook Messenger or SMS, these intelligent automated agents can quickly interact with users and recommend some great options:

Earlier this year, one of our customers, an Iconic jewelry brand did just that leading up to  another gift-heavy holiday: Valentine’s Day. In previous seasonal campaigns using Facebook Messenger, the retailer’s social managers and sales associates were swamped with the need to respond to customers’ inquiries.

To address this, the retailer deployed an AI-powered conversational shopping feature on Messenger that made personalized gift recommendations at scale. They quickly found that consumers were 4X more likely to make a purchase when they receive such guided sales assistance, compared to those who are unassisted.

By clicking on a social ad, shoppers were seamlessly guided to Facebook Messenger and offered a brief interactive quiz with gift recommendations based on who the gift recipient was, the gender and the price range, selected from a group of products chosen by the retailer for those profiles. The AI-powered assistants also handled free text queries, and customers could shop for products online at the retailer’s site or find the nearest physical store.

We’ve all had that experience when shopping for a friend, where you discover a product or item that you’d prefer to be on the receiving end of rather than giving. To address this, the iconic retailer also provided shoppers the option to send their friends and family links and images of on Messenger gifts that they want for themselves, accompanied by a small note: “Hint hint…This is at the top of my wish list.”

The results: Half of the quiz takers received a gift recommendation, leading to a 28x return-on-ad-spend (ROAS).

And, because AI-powered assistants love to work all the time, they also helped relieve customer service by efficiently handlings FAQs.

2. Gift FAQ & Customer Service Engine

Gifts purchased over the holidays are wrapped not only in ribbons and pretty paper but are enveloped in countless questions about sizes, style options, and prices. The season of joy is also the season of customer service, a stressful time for brands to handle the massive volume of inquiries.

In fact, 54% of customer service requests are taking place outside regular business hours. A vast number of those requests are happening on messaging platforms since those are channels that consumers already use.

That’s where conversational AI comes in this holiday season. Intelligent chatbots work diligently and accurately day and night, providing a front line for all queries from customers and passing on some queries to human agents only when they get too complex. This allows your team to focus on driving sales and new purchases instead of an endless queue of customer service inquiries.

3. Digital Holiday Coupons

One of the best traits of intelligent chatbots is that they never get tired of pointing out the great holiday offers you have. This means that brands can reinvent promotions.

Regional grocery chain H-E-B did just that with their conversational AI. The grocery reinvented discount coupons by delivering them to more than 13 million customers weekly, personalized to the declared shopping needs of the recipients.

Automated notifications let customers browse the deals through button clicks or free text requests, even when they were standing in the store. The open rate for the notifications: 77%. Percentage of opened deals that were saved by users: 70%.

4. Convert Holiday Enthusiasm into Sales

Facebook is a platform designed for engagement and, during the holiday season, that engagement kicks into high gear with shoppers expressing their excitement through post-likes and comments.

This holiday season, Facebook is also offering a nice new gift for marketers. Facebook Messenger is expanding its capabilities to allow marketers to privately message shoppers who have left positive comments on their brands’ posts.

All of those shoppers commenting “this looks awesome!”, “I’ve got to get this for my sister!” can easily be turned from mere commentators into new customers. Combined with conversational AI, this opens up a whole new channel to convert positive comments into sales at scale. See this experience below:

Contact our conversational experts to learn more about this experience.

5. Turn the Holiday Rush into Real Consumer Insights

The rush of consumers during the holidays is like a large polling sample that can provide tons of answers — if brands can only figure out the questions.

A rush of customers looking for this season’s hot gift item, for instance, could answer a number of questions that help uncover and define your target customer persona.

But the trick is efficiently capturing holiday shoppers’ information, at scale, and quickly turning it into insights.

Take California wine and spirits brand E. & J. Gallo Winery. To engage shoppers of their new Rosé product line, they developed “Rosé Your Way” AI-powered experience, which was introduced to consumers via targeted ads on Facebook Messenger, Facebook Newsfeeds, and Instagram.

The digital assistants guided consumers through a series of questions to recommend the ideal Gallo Rosé, followed by personalized content that included the best recipes to go with the recommended wine and finished with a customer satisfaction survey.

The results: 90% of the 25,000 engaged consumers completed the Rosé recommender. Gallo was able to determine the most popular Rosé flavor preferences, drinking styles, and occasions. When follow-up push notifications were sent based on those preferences, 60% of the messages were opened.

Unwrapping It All

With some planning – and the use of intelligent, automated, always-on conversational helpers – brands can soar through the holiday season by building a dedicated fan base attracted to personalized recommendations, customized deals, and prompt customer service attention.

And, when the rush is over, the brand can quickly assess what worked, what didn’t, and what was missing.

Ready to boost your sales and drive higher performance this holiday? See which strategy is the best fit for your organization. Learn more.

With the holidays quickly approaching, eCommerce brands are bracing for an unprecedented volume of online orders. With this influx of sales, however, brands can also expect a massive influx of unmanageable customer service inquiries.

In recent posts, we’ve talked about how conversational AI can help boost revenue during the holidays.

But, as we approach the year’s end, there are three big reasons why AI-powered agents can prove critical to your customer service during the holiday season.

1. Order Personalization

Automated customer service can not only handle a large volume of inquiries, but it can do so with a level of personalization that would be difficult for human agents to accommodate at scale.

Integrated with backend order systems, Quiq’s Conversational AI can immediately pull up the details shoppers are looking for when contacting customer service, such as when the order will arrive. As wonderful as the holiday season is, it’s a stressful time for consumers as well as for brands, and this kind of frictionless order info, at any time of day or night, can make the experience a pleasant one.

Shoppers are also more likely to engage with personalized customer service responses. Our team at Quiq has found that consumers respond to personalized engagement with a clickthrough rate that is almost three times higher than otherwise.

2. Instant Reminders of the Season’s Hottest Products

It wouldn’t be a real holiday season unless some item was the star – the product that everyone wants, but that sells out too quickly.

Intelligent automation helps brands handle and manage this surge in demand. They can minimize the effort to find out if this year’s hot product is still available while providing the immediate option to subscribe to notifications about future product availability leading up to the holidays.

Automated agents can also intelligently steer the demand toward similar or complementary products that are in stock, as an addition to, or a substitute for, that hot item.

Through these finely tuned efforts, automated agents can help keep consumers favorably engaged with your brand, turning the experience into a rewarding one even if the product they initially were searching for was out of stock.

3. Proactively Addressing Holiday Friction

Like any relationship, customer relationships require steady maintenance and the ability to respond instantly if needed.

Automated agents can help support that kind of consumer-wrangling, such as through the recently available ability to send messages to users on Facebook Messenger right from the comments about your brand’s posts on a Facebook page.

These public comments, of course, are often occasions when customers ask questions or vent their frustrations, so they’re not always flattering. A quick response automatically sent through messaging can defuse an adverse situation and demonstrate to others that your brand is responsive, proactive, and ready to improve their shopping experience.

Conversational AI Makes Sense for the Holidays

AI-powered automated agents make sense for customer service – especially during the holidays when there is a surge of inquiries, orders, and complaints. These agents help brands maintain constant, 24-hour contact with customers and would-be customers over their preferred communication channels. Especially for younger consumers, those channels involve texting or messaging.

Intelligent automation can handle many of the mundane inquiries, handing off the communication to live agents for the more complex ones. They also provide a steady stream of high-level personalization, offer detailed analytics to showcase what responses worked best and provide a more difficult target for fraudsters than do human agents.

During the holiday season, brands must bring their varsity team to the field. AI-powered chatbots from Quiq know how to run the right plays, again and again, at any time of day or night. Learn more from our conversational consultants.

This year, holiday shopping will shift to eCommerce like never before. Once again, eCommerce sales are projected to grow this holiday season as consumers continue to transition to cyber-week sales.

To capitalize on this season’s unprecedented spike in online traffic and digital purchase behavior, top eCommerce brands are turning to automated shopping assistants that act as key revenue drivers and provide the sort of highly personalized assistance shoppers would traditionally receive from an in-store experience.

Deploying highly intelligent, automated shopping assistants during peak seasons has proven to increase sales conversion rates as high as 4X.

Here are 6 of the most common ways that leading eCommerce brands leverage automated assistants to drive more revenue during the holidays.

1. Proactive Product Suggestions

Highly-intelligent, automated assistants are capable of identifying shoppers with high purchase intent and proactively engaging them with upsell opportunities that increase Average Order Value (AOV). For example, when online shoppers add new products to their cart, automated onsite assistants can initiate a conversation and suggest additional products that are frequently purchased along with the items recently added to the cart.

Through such highly-personalized engagements, in a conversational format, eCommerce brands can lift AOV while providing convenient suggestions that support their customers’ journeys.

2. Guided Gift Recommendations

For shoppers unsure of the right gift or product to buy this season, automated shopping assistants can provide personalized suggestions that guide shoppers to the perfect holiday present. Automated onsite shopping assistants can deliver unique gift suggestions through a series of quick questions that touch on the shopper’s price range as well as the gift recipient’s gender, age, and preferences.

Automated gift recommendations have been proven to drive 4x higher sales conversion rates across shoppers who engage in guided sales assistance when compared to unassisted shoppers.

3. Simplify Repeat Purchases

eCommerce brands can also leverage onsite assistants to make the repeat purchase process as seamless and straightforward as possible. By developing persistent profiles based on each shopper’s personalized data and repeat site visits, intelligent shopping assistants can proactively initiate new conversations with returning customers looking to make a repeat purchase.

By leveraging personalization data to identify and engage repeat customers, eCommerce brands can significantly reduce friction and provide a premium shopping experience for their VIP and returning customers with high purchase intent.

4. Reengage Cart Abandons

As holiday shoppers contemplate a variety of different offers and products, it’s inevitable for some online purchase processes and shopping carts to be abandoned. By leveraging conversational re-engagements, however, high-intent shoppers can be reminded of products waiting in their carts and be offered special discounts that nudge them into returning and completing their purchase.

By leveraging conversational automation to re-engage abandoned carts, eCommerce brands have been able to effectively recover up to 20% of incomplete purchases with reminders, promotions, and other automated messages.

5. Automate Responses to FAQs

Leading up to the holidays, shoppers have no shortage of questions and concerns related to online shopping, with “will my order arrive on time?” being one of the most frequent. By providing shoppers with automated, 24/7 support that can instantly answer some of their most frequently asked questions, brands can reduce online shopping friction and common barriers to purchase.

Additionally, by leveraging conversational automation to resolve frequently asked questions in a way that is entirely self-service, customer service agents that would traditionally be required to answer these questions can focus on sales-oriented initiatives during the peak holiday season instead.

6. Convert Sales Receipts into Ongoing Channel for Commerce & Care

Lastly, after a purchase is completed, brands can leverage automated shopping assistants to send digital receipts to customers through conversational channels. By doing so, eCommerce brands can convert traditional receipts into a new avenue for ongoing care and commerce.

This post-purchase conversational connection gives shoppers access to an automated channel for order management or to even purchase additional, related products.

Reinventing Online Shopping for the Holiday’s Most Digital Season Ever

The 2020 holiday season will be eCommerce’s most significant moment to date. More than half of US shoppers have indicated that they will not return to shop with a brand following a poor customer experience, so it is vital for CX and eCommerce leaders to deliver the best possible experience during the season’s rush of new online shoppers.

Interested in deploying an enterprise onsite shopping assistant for your brand? Contact us today to learn how you can deploy a bespoke solution for your website and other conversational channels in a matter of weeks.

For eCommerce brands, the long-awaited arrival of automated business messaging on one of today’s most widely used social platforms presents a massive opportunity to deliver seamless, end-to-end shopping experiences.

To help illustrate this opportunity, we’ve outlined several key points throughout customers’ online shopping journey for eCommerce brands to incorporate highly-personalized and automated conversations — entirely within Instagram.

1. Engagement: How To Start Conversations on Instagram

Perhaps one of the most important new features of Messenger’s API support for Instagram is that it enables customers and brands to initiate automated conversations through various entry points on the platform.

Customers can start conversations with eCommerce businesses through the brand’s Instagram profile page.

Instagram Stories have also been enhanced to provide an additional opportunity for brands to initiate automated 1:1 conversations with customers.

Customers browsing Instagram Shops can also start conversations with brands when they have product or shopping-related inquiries.

eCommerce brands can now initiate 1:1 conversations with shoppers who leave questions and comments on brands’ posts.

By integrating Messenger’s API Support for Instagram with highly-intelligent conversational automation, eCommerce brands can initiate conversations at each of these entry points and deliver highly-personalized messaging experiences — entirely at scale.

2. Consideration: Addressing Product Questions and Concerns

After driving shoppers to 1:1 conversations on Instagram, eCommerce brands can leverage conversational automation to provide answers and responses to customers’ frequently asked questions.

By addressing customer inquiries directly within Instagram, eCommerce brands can further ensure a comprehensive online shopping experience within the platform.

3. Purchase: Helping Shoppers Find the Right Products

eCommerce businesses can also use automated conversations within Instagram to help drive shoppers to purchase.

By leveraging Messenger’s API support for Instagram, brands can provide shoppers with guided shopping experiences that deliver highly-personalized product suggestions based on their conversational inputs.

4. Care: Seamless Order Management and Support

Lastly, after making a purchase, customers can also leverage conversations within Instagram to get post-purchase order updates and more.

Through this experience, shoppers can receive immediate responses to their current order status and more.

A Comprehensive Shopping Journey – Entirely Within Instagram

By combining highly-intelligent automation with Messenger’s new API support, eCommerce brands can now use Instagram to provide the sort of personalized conversational experiences that shoppers love.

Almost as importantly, by partnering with an enterprise conversational automation provider like Quiq, eCommerce brands can deliver this sort of highly-personalized, 1:1 experience at scale, which enables them to build deeper relationships with their customers in a way that is both manageable and efficient.

As a Facebook partner, Quiq has worked closely with the team at Instagram and several leading eCommerce brands to test and deploy conversational experiences that leverage Messenger’s new API support. To learn more about these experiences and how your brand can get started with conversational automation on Instagram, please reach out to us by setting up an inquiry.

For retail organizations, Google’s Business Messages feature presents a powerful new opportunity for various teams to forge 1:1 connections with consumers, at scale, through the world’s largest search engine.

But which teams stand to gain the most, in both the short and long term, from this new messaging channel?

To answer this question, the Quiq team recently sat down with Katie Osberg at Google for a webinar discussion on what are some of the successful strategies and how different retail teams should use Google’s Business Messages.

Top Google’s Business Messages (GBM) Strategies for Customer Service, Marketing, & Omnichannel

Here are a few examples she cited of how customer care, marketing, and omnichannel teams can be successful with Google’s Business Messages:

Care & Service Teams: Instantly Answer Questions That Customers Are Searching For

In the short term, customer care teams will be the immediate beneficiaries of this technology. This is largely because Business Messages has the capability to resolve customer questions through Google Search, decrease inbound call volume, free up care agents for more sophisticated troubleshooting, and delight customers with fast and reliable answers/solutions.

One way customer service teams can leverage Business Messages is to provide answers to frequently asked questions, which could include questions related to store hours, COVID policies, and more.

By responding to customers’ most common inquiries through Google, care and service teams can route a significant amount of potential volume to a channel that is entirely self-service.

Care teams at retail and eCommerce organizations can also use Google’s Business Messages for handling customers’ order management inquiries.

Through this channel, customers can get immediate updates on the status of their previously placed orders and even have the capability to set up order returns or exchanges.

Marketing Teams: Re-Engage Shoppers through an Innovative New Channel

It is projected that marketers will also become one of the largest beneficiaries of Google’s Business Messages. Since the channel is asynchronous and users can return to brand conversations and pick up right where they left off, marketers can use Business Messages as a new channel for re-engaging shoppers.

After a shopper has started a dialogue with a brand through Business Messages, Marketers can leverage the channel to reconnect.

By reconnecting with customers in this way, marketing teams are empowered to strengthen their brand’s identity and create meaningful relationships with their customers through an interactive channel.

Additionally, marketing teams can also leverage Business Messages to target past customers with highly-personalized product suggestions.

By re-engaging shoppers in this fashion, marketers can support their customers’ journey and reinforce brand loyalty in a way that is both innovative and assistive.

See which strategies could work best for your business. Learn More

Support Omnichannel Customer Experiences with Messaging on Google Search

Retail operations, both in-store and online, have been anything but normal in 2020 and the demand for seamless omnichannel customer experiences has increased drastically. Shoppers’ points of friction have included standing in line outside of a store, the inability to find in-stock products, and more.

To support shoppers searching on Google for information related to an in-store visit, CX and omnichannel teams can leverage Business Messages to enhance the experience and seamlessly blend both online and offline touchpoints.

For example, CX teams can leverage Business Messages to digitally facilitate in-person appointments — from the initial booking to check-in, and more.

By extending this automated, self-serve functionality to Google Search, CX teams can ensure a much wider adoption of an omnichannel experience that better suits the needs of today’s modern shopper.

With Google Business Messages retailers brands can also provide shoppers with real-time updates on product availability.

By extending product availability information to Business Messages, CX and omnichannel teams can improve customer satisfaction by properly setting shoppers’ expectations for their upcoming in-store experiences.

Getting Started with Google’s Business Messages

Ultimately, Google’s Business Messages offers massive potential across multiple teams within the retail enterprise. To learn more about this exciting new messaging channel, check out our on-demand recording of a recent webinar discussion we had with Google on key tactics and best practices for getting started with Business Messages.

Of course, you can also contact us for a free consultation and a personalized demonstration of how your team can incorporate Google’s Business Messages.

Getting Started with Google’s Business Messages

Ultimately, Google’s Business Messages offers massive potential across multiple teams within the retail enterprise. To learn more about this exciting new messaging channel, check out “What You Need to Know About Business Messaging.”

Of course, you can also contact us for a free consultation and a personalized demonstration of how your team can incorporate Google’s Business Messages.

Quiq is proud to announce that all of our customers are now 10DLC compliant. Over the past several months, the Quiq team has worked with each of our clients to register their brands and campaigns to meet the October 1, 2021 Campaign Registry deadline.

By achieving 10DLC compliance we’re ensuring that our clients’ messages avoid any filtering or deliverability penalties that will be imposed on non-registered numbers. Compliance also ensures our clients will receive a higher throughput and deliverability rate.

If you’re unfamiliar with 10DLC, or looking to get more information about it, we recommend you download “The Complete Guide to Messaging With 10DLC.” This comprehensive guide will help you navigate the ins and outs of 10DLC and provide you with a step-by-step outline to ensure compliance. We also invite you to reach out to us and speak directly to one of our conversational experts.

Why is Quiq committed to 10DLC compliance?

The Quiq team has always made it a priority to ensure that the ten-digit long codes used by clients to send and receive messages adhere to the latest regulations and standards. 10DLC is the new standard for sending business SMS through Application-to-Person (A2P) messaging and making sure that our clients are 10DLC compliant validates our continued commitment.

Earlier this year, Quiq joined The Campaign Registry, the reputation authority that governs the 10DLC process, and incorporated the registration process into Quiq’s messaging platform. With this new process, brands can register their numbers and inform The Campaign Registry of the kinds of messages that will be sent. The 10DLC verification process validates the sender and message before the text is transmitted to the end consumer. The new system was created to protect the SMS channel from spam, junk, and fraudulent activity.

The objective of 10DLC is to register, verify, and track organizations and their messaging campaigns to create a higher-quality messaging experience. And that’s a goal we can get behind. We see it as a win for the brands we serve, their customers, and all stakeholders who want to ensure the continued scale, stability, and deliverability of those messages.

Why is 10DLC compliance important?

SMS is an excellent way to effectively turn potential customers into sales, and Quiq simplifies this process by combining human agents with artificial intelligence and automation.

However, due to changes in FCC rules and carrier requirements, many legitimate business text messages will soon be blocked before they reach the customer. Starting October 1, 2021 text messages that don’t comply with new regulations may be labeled spam and never reach the intended consumer.

Using The Campaign Registry’s verification process, Quiq establishes a campaign ID to validate the sender’s use case before texts are sent over the network. Mobile Operators will then confirm that these IDs are legitimate through their SMS reporting. These steps give companies confidence that their messages are being received by the intended recipients.

How does this affect Quiq clients?

Now that all of our clients are 10DLC compliant, they can use their sanctioned ten-digit long codes for business SMS and expect higher throughput and deliverability. 10DLC will provide transparency and ensure that brands are in complete control over their registrars, domain names, and messaging campaigns.

Since security and trust are a core part of what we do here at Quiq, we’re optimistic that the 10DLC system will keep business messaging secure and compliant. Not only will consumers see a decrease in the number of spam messages, businesses will see an even greater return on messaging with more messages being sent to and received by their target audience.

If you need help registering your brand to be 10DLC compliant, please contact us. We are experts at optimizing messaging across multiple channels and can help you navigate the constantly evolving FCC regulations and carrier requirements.

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