SALESGENERATOR
2. Challenges / Goals for most e-commerce stores
5. Benefits you can count on
4. Oct8ne. The lead sales generator
3. The visitor experience
SALESGENERATOR
1. Oct8ne at a glance
First converting suite. Built to sell online
BI + Agent Value
Today’s experience is totally suboptimal
The Promise The Experience !
source: Nordtstrom.com website
3"
SALESGENERATOROct8ne at a glance
This is a LiveChatExcellent for customer service but not a great sales tool.
First converting suite. Built to sell online
BI + Agent Value
Today’s experience is totally suboptimal
The Promise The Experience !
source: Nordtstrom.com website
3"
SALESGENERATOROct8ne at a glance
This is Oct8neThe most powerful e-commerce sales tool that allows agents and customers to see products simultaneously like in a physical store.
• You might think of Oct8ne as an advanced LiveChat.
• That’s true, you could use it exclusively as a LiveChat. It would give your clients great customer service, but you’d only be using 10% of Oct8ne’s potential.
• Oct8ne is the first Sales Suite designed specifically to increase e-commerce sales immediately, progressively, and sustainably over time.
• In the following slides we’ll explain how Oct8ne works, how to increase sales, and attain customer loyalty.
Oct8ne at a glanceSALESGENERATOR
• How to increase sales and attain customer loyalty for recurring sales without increasing the Customer Acquisition Cost (CAC)
• In the OFFLINE world: (1) Some stores use the self-service model where the customer BUYS products without assistance. (2) Other stores offer help by means of sales clerks who sell products to their customers.
• Sales in the ONLINE world are organized exclusively following the self-service model. If there are sales clerks, they’re limited to Customer Service where they can’t make sales because they lack the online tools to do it.
E-commerce challengesSALESGENERATOR
First converting suite. Built to sell online
BI + Agent Value
Today’s experience is totally suboptimal
The Promise The Experience !
source: Nordtstrom.com website
3"
?
ProductsearchComparisonwithsimilarproducts
Productevalua5on
Advantagesofbuyingatthis
store
Decisionto
purchase
Secondthoughtsduring
checkout
Accessories
? ? ? ? ? ?
Ane-commercevisitorusuallyhasvariousquestionsduringthepurchasingprocess,dependingonwhatsteptheyfindthemselveson.Thesequestions,ifnotresolved,interrupttheentireprocess.Between1%and3%ofallvisitorsthatenterthewebsitemakeapurchaseine-commercestoreswithoutcustomerservice.
Whencustomerscan’tfindassistance,theyabandontheircartandthee-commercestoreisputontheir“mentallist”asnothavingcustomerservice,meaningitsurelywon’tbetheirfirstchoicestoreinthefuture.
The visitor experienceQuestions and steps
SALESGENERATOR
First converting suite. Built to sell online
BI + Agent Value
Today’s experience is totally suboptimal
The Promise The Experience !
source: Nordtstrom.com website
3"
Oct8ne’sLiveChatisthemostadvancedchatonthemarket.Apartfromthetypicalchatfeatures,it’stheonlyonethatincorporatesaco-viewer.However,it’sonlyoneofthemanypossiblevisitorengagements;thereareotherimportantfeaturesthatwe’llseelateron.
TheLiveChatisusefulforsolvingsimpleproblemsthatdon’tdealwiththevisualaspectsofproductslikeshipping,saleitems,discounts,etc.ALiveChathasanimportantadvantageoverthetelephoneinthatanagentcana,endmul3plevisitorsatthesame3me.Anothernotablefeatureisthroughtriggerswherewecanofferagentassistancewhennecessary.
The visitor experienceLiveChat
SALESGENERATOROct8ne brings the best in-store experience online
4"
Address customers when they need it
Multi-channel availability
Provide a joint visual experience Re-create in-person interactions
Be their personal shopper Provide your expertise and help close the sale
Visitor Sales Agent +
Higher quality experience Customer loyalty Recommend, cross-sell, etc. Increase order values Close the deal Lower cart abandonment
What’stheproblem?Theonlyagentsupportisthroughchatandvoice(telephonecalls).Anessen5alcomponentofhumaninterac5onismissing:visualinterac3on.AgentsandcustomersARENOTSEEINGTHESAMETHINGORINTERACTINGONTHESAMEPAGESIMULTANEOUSLY.Agentscanonlyanswercertainques5onsandassuch,many5mestheirhelpisirrelevant.
? ?
? ?
?
The visitor experienceVisual Interaction SALESGENERATOR
Websitedata
Visitorsdata
Productsdata
Agent’sdata
Actionsdata
Salesdata
Theco-viewerusingitsowntechnology
Mul3pleengagementsthatuseallcommunica3on
channels
Themostcompleteandintegrateddatacollec3on,algorithms,andautomatedsystemsthathelpagentsmakesalesatall3mesandhelptheonlinestorecon3nuouslyimprove.
Oct8ne sales generatorDiagramSALESGENERATOR
Co-viewer:ByopeningtheCloud-basedco-viewer(developedandpatentedbyOct8ne),Oct8neallowsagentsandclientstointeractinreal-5mewhileseeingproductstogetherASIFTHEYWEREINTHESAMEPHYSICALSPACE.Agentscanshowtheproduct,pointoutspecifics,drawdetails,recommendotherproductsorcomplementaryones,etc.It’severythingyoucoulddoasasalesagentinthephysicalworld.
Clientexperience:Recreatean“in-store”experiencetospectacularlyimprovehowcompaniesselltheirproductsusingasynchronizedinterac5vevisualsupportsystem.
Oct8ne sales generatorThe co-viewerSALESGENERATOR
Multichannel Communication
+
E-commercestorescancon5nueusingtheirpreferredcommunica5onchannelslikethephone,chat,email,contactforms,etcwiththesameemployeeteam.Oct8nestrengthenseachofthosechannelswhennecessarywithasharedinterac5vevisualexperience.
SALESGENERATOR
Data, Algorithms, and Automated systems
Websitedata
Visitorsdata
Productsdata
Agent’sdata
Actionsdata
Salesdata
BIGDATAANALYSIS
PERFORMANCEANALYTICS
BESTPRACTICES
OCT8NEcapturesthemostcompletedatacollec5onofproducts,images,agentandclientac5ons,andsales.Werecordandevaluaterelevantdataandshowe-commerceupdatesinreal-5me.Thedataallowustocreatealgorithmsandautomatedsystemsthatcombineourrecommenda5onsbasedonthebestprac5ces,allowingOct8ne’se-commercecustomerstocon5nuouslyimprove.
SALESGENERATOR
✓ A boost in up-selling and cross-selling
✓ Decreased product returns
✓ A sustainable increase in revenue from the first month
Benefits you will have with Oct8ne
✓ Extended sales beyond visiting the e-commerce store
SALESGENERATOR
✓ More sales; increased cart value and reduced cart abandonment
✓ Ability to enter the e-commerce category with excellent customer service
✓ Increase revenue from the first month
+Engagements
ThankstoOct8ne’sengagementtools,VisitorEngagementcanrisefrom2,5%ofasimpleLiveChatuptothe10%.
+Sales
15%ofcustomerswhointeractusingOct8ne,endupbuying.
+Loyalty70%ofcustomersaJendedusingOct8nereturntothewebsiteduringthenextmonth
33%usingOct8ne
-CartAbandonment
55%-80%withoutOct8ne
+AveragePurchaseValue
Moreproductsandmorevalue,thankstoup-sellingandcross-selling
UP-SELLING:Let’sthinkaboutwhosucceedsinup-sellinginstores;thesalesclerks.They’retheonesthatshowcustomersproductsandexplainfeaturesofabe`eralterna5veoveronethecustomeroriginallyhadinmind.Thenewop5ontrulymeetsthecustomer’sexpecta5ons.
CROSS-SELLING:Let’sthinkaboutwhosucceedsinsellingcomplementaryproductsinstores;thesalesclerksagain.Theymakesugges5ons,showandexplaincomplementaryproductstooneacustomerchosebefore.
++
++
REDUCERETURNS:Agent-assistedpurchasinghasalowerreturnratethanunassistedpurchasing.Thesharedinterac5vevisualexperiencebetweentheagentandthecustomerclarifiesdetailsthataren’talwaysevidentthusavoidingerrorsonthebuyer’sbehalf,whichwouldresultinreturningtheproduct.
✓ Boost up-selling and cross-selling
“Visitorswillmakemul5plevisitstoyoursitebeforefinishingasale.Andontheirjourney,therearemanydifferentpurchasepathstheymayfollow.
Recentstudiesontheonlinebuyingbehaviorofover600,000consumersacrossnumerouse-commercesitesshowthat75percentofshoppingcartabandonerswouldactuallyreturntothesitetheyabandonedwithina28-dayperiod.
Addi5onally,thesereturningvisitorsaremorelikelytofinishtheirpurchase,aswellasmakefuturepurchases.Infact,theyare2.35mesmorelikelytodosothannewvisitorsmakingfirst-5mepurchases.
Sokeepinmindthatyourvisitorswillnotbuyimmediately,andwillrequireaseriesofvisitsandposi5veinputsandabandonedcartsover5mewhileconsideringtheirfinalpurchase.”👤
Source : The Future of Customer Engagement and commerce November 21, 2014 Online buyer behavior 101: The many paths to conversion
ThisisthereasonwhyOct8neextendsthesalesprocessbeyondthevisittotheSessionSummarysentbyemail.ItalsoallowsthecustomertosendthelinkandgoSocialShopping.
✓ Extended sales beyond visiting the e-commerce store
THEOFFLINEWORLD:Thinkaboutwhathappenswhenyoubuysomethinginaphysicalstore.Ifyou’reanexpertinwhatyou’relookingfor,you’reprobablynotgoingtoaskasalesclerkforhelpandyou’llmakeyourpurchasewithoutassistance.However,ifyou’renotanexpert,orsometimesevenifyouare,youmightneedadvicebeforemakingapurchase.Youwouldn’tbuyaproductwithoutgettinghelpfromasalespersontoansweryourquestionsandenableyoutomaketherightdecision.Youwouldlookforthestorewithasalesclerktoresolveyourdoubtsandhelpyouwiththedecisiontobuy.
Oct8ne brings the best in-store experience online
4"
Address customers when they need it
Multi-channel availability
Provide a joint visual experience Re-create in-person interactions
Be their personal shopper Provide your expertise and help close the sale
Visitor Sales Agent +
Higher quality experience Customer loyalty Recommend, cross-sell, etc. Increase order values Close the deal Lower cart abandonment
Oct8ne brings the best in-store experience online
4"
Address customers when they need it
Multi-channel availability
Provide a joint visual experience Re-create in-person interactions
Be their personal shopper Provide your expertise and help close the sale
Visitor Sales Agent +
Higher quality experience Customer loyalty Recommend, cross-sell, etc. Increase order values Close the deal Lower cart abandonment
✓ No hay misterio! . Es sentido común!
THEONLINEWORLD:Whenyoubuyaproductofftheinternetfromane-commerce,youdon’treceiverealadvice.Youcanreadproductra5ngs,recommenda5ons,comments,etcbutmany5mesyouwon’tbesurewhichproductyouwouldbemosthappywithoronethatwouldmeetyourexpecta5ons.Salesclerkscaninterpretwhatyoureallyneedorwantbutit’shardforthemtomakesalesifthecustomerisonlyusingachatorthephone.
INTERACTIVEVISUALCOMMUNICATION:Oct8neprovidesagentsandcustomerswithasharedinterfacetocommunicateeffec5vely.WithOct8neagentscanprovideclientswithasimilarexperiencetobeinginaphysicalstore,showingproducts,zoominginonanimage,usingthestylustomarkdetails,lookingforalterna5vesandcomplementaryproducts,etc.Actually,thecustomerandtheagentcanhavealmostthesameinterac5onastheywouldinaphysicalstore.
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