Successfully reported this slideshow.

Ecommerce Best Practices for the Telco Industry

3,794 views

Published on

For more ecommerce webinars visit us at http://www.elasticpath.com/webinars/archive

Selling wireless and media products online is a complex challenge which often results in a frustrating user experience and falls short of the expectations of seasoned online shoppers. For those telcos who have mastered selling online, the rewards are high—significant reductions in call center operation costs and increased ARPU. In this webinar we will discuss best and worst practices of the top global telco brands and their online stores.

Featuring: Elastic Path's Product Manager Peter Sheldon

Published in: Technology
  • Be the first to comment

Ecommerce Best Practices for the Telco Industry

  1. 1. Ecommerce best practices for the Telco industry<br />Presented by Elastic Path Product Manager Peter Sheldon<br />Listen to audio using your computer’s microphone & speakers (VoIP) or dial in:<br />United Kingdom: +44 (0) 161 660 8220<br />United States: +1 516 453 0014<br />Access Code: 466-004-116<br />
  2. 2. Elastic Path Software<br />Leading enterprise ecommerce platform provider<br />For the easiest and most cost-effective way to deliver custom ecommerce solutions<br />#1 subscribed ecommerce blog http://www.getelastic.com<br />Over 200 global clients rely on Elastic Path<br />
  3. 3. Agenda<br /> Site navigation<br /> Phone and plan discovery<br />Guided selling<br /> The cart and checkout experience<br /> Upgrades<br />
  4. 4. Channels<br />
  5. 5. Common Consumer Goals<br />Purchase accessories for existing phone<br />Modify <br />existing plan features<br />View network coverage<br />Purchase a <br />new phone<br />Purchase complementary services<br />Upgrade an existing phone or plan<br />
  6. 6. Find the Right Phone<br /> Carriers typically offer 30 – 60 phones<br /> Resellers typically offer 80 – 180 phones<br /> Variety of category classifications<br /> Prepaid (pay as you go) phones<br /> Contract (pay monthly) phones<br /> Features (camera, internet etc)<br /> Free phones<br /> PDAs/Smartphones<br /> Brand (Blackberry, Android, Windows mobile)<br /> Pre-owned/refurbished<br /> Best-selling phones<br />Carrier (for resellers and manufacturers)<br /> Coming soon/pre-order<br /> Deals and offers<br />
  7. 7. Experience Blockers<br /> Network coverage restricts availability of certain plans and phones (3G availability)<br /> Promotions are regional<br /> Pricing is regional<br />
  8. 8. Filtering Phones<br />Poor examples<br />
  9. 9. Common Filters<br />
  10. 10. Search by Feature<br />
  11. 11. Phone Results<br /> Screen resolution<br /> List/grid views<br /> Model variations<br /> Color variations <br /> Feature highlights<br /> Reviews<br /> Slide vs. scroll<br />Quick view<br />980 pixels<br />780 pixels<br />
  12. 12. Phone Comparisons<br />
  13. 13. Contract Phones<br />
  14. 14. Product Discovery<br /> Alternative views<br /> 360 views<br /> Video<br /> Tutorials<br /> Phone simulators<br /> Size comparisons<br /> What‘s in the box<br /> Available colors<br /> Available networks<br /> Available apps<br />
  15. 15. Product Discovery Cont.<br /> Features<br /> Specs<br /> Reviews<br /> UGC<br /> Accessories<br /> Cross sells<br /> User guide<br /> Delivery date<br />
  16. 16. Guided Selling<br />Phone or Plan starting point<br />Guided Selling Popup<br />
  17. 17. Guided Selling<br />Plans are offered directly on phone product page<br />
  18. 18. Guided Selling – Optional Steps<br />Services (features) & accessories are optional steps<br />Services (features) & accessories are mandatory steps<br />
  19. 19. Find the Right Plan<br /> Carriers typically offer 15 – 40 plans<br /> Resellers typically offer 80+ plans<br /> Variety of category classifications<br /> Prepaid (pay as you go) plans<br /> Contract (pay monthly) individual voice plans<br /> Contract (pay monthly) family voice plans<br /> Data plans<br /> Poor plan search and navigation tools<br />
  20. 20. The Shopping Cart<br />
  21. 21. Cart Up-sells<br /> Phone accessories<br /> Mobile<br /> Plan add-ons<br /> Insurance<br />
  22. 22. Checkout<br />
  23. 23. Keep Your Number<br /> Usually offered in the checkout<br /> Some carriers provide eligibility check at any time<br />
  24. 24. Live Chat and Support<br /> Always visible contact info in the header<br /> Use live chat (customer and retailer initiated)<br />
  25. 25. Unique Value Prop<br />
  26. 26. Multichannel<br />
  27. 27. Shopping for Accessories<br />
  28. 28. Coverage<br />
  29. 29. Upgrade Eligibility<br />
  30. 30. Upgrades<br />
  31. 31. Upgrade Incentives<br />
  32. 32. Mobile Upgrades<br />
  33. 33. Top 5 Takeaways<br /> Create a consistent upgrade/new customer experience<br /> Find innovative ways to remove experience blockers<br /> Remove unnecessary steps from the checkout process<br /> Add more product discovery tools<br /> Enable cross channel (phone, pickup in store, click to chat)<br />
  34. 34. Next month’s webinar<br />Every Second Counts: How Website Performance Impacts Shopper Behavior<br />Today's shoppers have high expectations when it comes to buying online. Websites which take too long to load can result in negative brand perception, diminished goodwill and a significant loss in overall sales. Join us on November 4th to learn about the impact of site speed on shopper behavior. <br />Presented by Margaret Rivera of Akamai <br />Date: Wednesday, November 4, 2009<br />Time: 9am Pacific/ 12pm Eastern<br />Register at www.elasticpath.com/webinars<br />
  35. 35. Q&A <br />and<br />Live Poll<br />peter.sheldon@elasticpath.com<br />

×