Convert by ORI for Retail

Explore how Convert by ORI solves for use cases in the Retail Industry

The Retail buyer Journey


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Retail Use Cases

Brand Awareness and Launch Updates

How?

Preemptively handling objections and responding to questions in the brand tone and brand voice. Enabling a digital-only launch or supplement an offline launch with a digital angle. Creative and interactive experiences that help consumers with product and brand awareness to lift brand consideration along with feature discovery through voice/text and AR & VR.

Impact

Can handle the delivery of over 100 billion messages per month, which are typically being delivered purely through text messaging. Nudge the customer with key brand related ques and products to drive increased product awareness and build brand favorability.

Product Catalogue, Evaluation and Initial Consideration

How?

Acting as a personalized AI companion that accelerates the information gathering journey. Customized and personalized recommendations based on user preferences, cohort, and behavior. CRM enrichment. Automating data transfer to CRM for sales enablement and proactive nudges. Smartly using UGC, reviews and testimonials along with product comparisons to guide the user on the buying journey.

Impact

At scale, can handle an equivalent of all of the call center traffic with multi-lingual support. Extensive product cataloguing with connections with CMS to recommend products to users in real time. Real time customer cohort and ability to apply behavioural and conversational analytics. Real time lead qualification and prioritisation. Reduce live chat agents by up to 80%.

Re-Engagement during buyer journey

How?

AI and NLP systems that constantly learns from customer conversations and nudges the user towards test drive booking using the most optimal path to closure. Uses lead scoring, cohort analysis and conversational insights to create context rich and personalized engagement triggers to nudge user in the buyer journey. Customized outbound workflows triggered at various points such as Add to Cart, browse and drop, page views etc.

Impact

3X lift in engagement with context relevance and personlisation. Improved product awareness. Automated workflows improve time to conversions - reduce add to cart churn. Multivariate testing to constantly learn and improve on workflows. Using brand and industry related data to enable competitive benchmarking around product specs, features etc to build trust and brand affinity.

Online Sales to Point of Sale Sync

How?

Virtual assistants take call-back, visit or demo request online and schedule them without any human interference. Seamlessly mapping scheduled calls, visits and demos to the closest offline Point of sale - creates a swift customer to POS to HQ sync. Integrate Augmented Reality or Virtual Reality to make product views and tours possible from home comfort.

Impact

Seamless communication with multiple Point of sale stores. Enhanced customer experience through online to offline handover. 3X improvement in post visit engagement.

Hyper personalised incentives and offers

How?

Promotional offers and discounts are customized - based on user preferences and intent. Incentivised offers and recommendations based on user conversations, cohort analysis, and customer context. Real time customized offers and discounts based on the customer profile, historical interactions and customer insights.

Impact

Real time personalised offerings and nudges lead to 5X improvement in re-engagement and conversions. Improved visitor to lead conversions.

Up-selling and cross-selling

How?

Up-selling and cross-selling complementary products, accessories and services to customers based on purchase patterns and user preferences. Using AI and Machine learning to predict affinity and propensity to purchase to drive higher customer LTV. Customize offers and discounts in real time.

Impact

Curated triggers and nudges leading to 25% increased upsell and upgrade instances. Automaed workflows to recommend add-ons, upgrades and suggestions.

Feedback collection and surveys

How?

Immediate feedback collection at different points across the customer journey. Improve processes and customer experience.

Impact

5 point lift in NPS. Immediate customer feedback through post purchase workflows.

Increasing LTV : Loyalty and Upgrade

How?

Loyalty programs and information dissemination on points earned, offers, rewards etc. Share tips and tricks around product care, maintenance practices, offers, software updates. Post purchase product recommendations and upgrades.

Impact

Improved brand loyalty and preference helping create a loyalty loop. Superior post purchase experiences lead to trickle down effects on LTV.

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