ECHO: Extracting customer habits, optimising outreach
In the fast-paced world of e-commerce, where transactions unfold at the speed of a click delivering personalized customer experiences has become a top priority for businesses striving to stand out in a crowded marketplace. Despite the vast array of products and services available, many online retailers struggle to tailor their offerings to individual preferences. However, many e-commerce companies face significant challenges in meeting this demand, resulting in missed opportunities and frustrated customers.
In this blog, we’ll delve into the hurdles that e-commerce businesses encounter when attempting to provide personalized experiences for their customers and talk about our Accelerator with Salesforce AI & Data Cloud developed by our team to address these challenges head-on.
E-commerce Industry IT Challenges:
Majority of the ecommerce companies face the following challenges;
- Data siloes restricting the understanding of customer behavior leading to missed cross-selling opportunities.
- Data unification challenges with disparate systems across the business units.
- Taking longer time-to-market for new product/services due to inefficient processes.
- Difficulty in providing seamless and personalized customer service, leading to lower customer satisfaction.
- Poor business insights due to incomplete and inconsistent data.
- Lack of data capture systems to collect and build insights of customer behavior
- Email Campaigns (opens and call-to-actions)
- Product and Services reviews
- Page visits and clicks
- Purchase History
- Preferences
- Sales, marketing, and after-sales data silos cause misaligned information
- Limited customer view hampers personalized services in business
The Solution Provided:
To address these challenges, we developed an accelerator and implemented using Salesforce Data Cloud, a comprehensive data platform that seamlessly merges data from various disparate sources, consolidating customer information. This has allowed for hyper personalisation of customer services, AI powered enhanced insights enabled decision making leading to operational efficiency, empowering the business with great success with customers.
- Comprehensively track online shopper behaviour and interactions on the website. This aids in analyzing customer engagement, preferences, and transactions, enabling data-driven decision-making and the creation of new products/services for hyper personalised customer experiences.
- With marketing cloud connector for Data Cloud, the prospective buyer’s email actions (email clicks, opens, unsubscribe) data too will be recorded, which helps in customising and personalising the campaigns and next actions for the customer.
- Empower business teams with real-time buyer insights, derived from calculated data. This provides them with immediate access to valuable information, enabling informed decision-making and enhancing overall customer engagement.
- Through the strategic use of AI powered insights, customized interactions, and precise targeted marketing, the solution enhanced the customer relationships with hyper personalised customer experiences hence enabling more conversions, retentions, upsell, cross sell opportunities and eventually more success.
The business outcome:
With the solution provided, the firm was able to leverage the unified customer information enabled customer 360 view of their customers, AI powered insights and see the following benefits:
- Integrated multi source data and created unified customer information
- Understand buyer behavior and interaction from various channels
- Increases instore Sales process and efficiencies
- Enabling marketing team to deliver more impactful campaigns.
- Automate and run intelligent Journeys / campaigns.
- Using generative AI, instantly personalized visual content
- Adopt data-driven strategies for enhanced customer engagement.
- Provide Real time buyer insights to business team
In the ever-evolving e-commerce landscape, the Salesforce Data Cloud emerges as a great tool of transformation for organisations. By integrating multi-source data, it creates unified customer information, bridging gaps and empowering businesses. Challenges like data fragmentation and outdated information fade away, replaced by real-time insights. E-commerce organisations can embrace this solution, to unlock predictive analytics, easy scalability, and enhanced personalised customer experiences that will help fulfil the unique needs of each customer/shopper
Are you ready to transform your business?
If you are ready and interested in learning more about Data Cloud and how it can help your business, please contact us at info@megnity.com. We would love to hear from you and discuss your challenges and needs.
Interested to discover how Salesforce AI & Data Cloud can transform your Business – Click here for Your free AI & Data Cloud POC Discovery
Thank you for reading this article. I hope you found it useful and informative.
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