Welcome 2016
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Welcome™ – the only solution enabling retailers and brands to provide expertise, wherever it is, to consumers, wherever they are. We have proven consumers are 2-4X more likely to convert when they have access to timely expertise. Intelligence gathered from across our network and actual conversations can now also impact consumer experience across every touchpoint. Our clients include two of the top five U.S. retailers, as well as iconic brands AT&T, Dyson, Google, HP, LG, Nintendo and Samsung. Welcome™ is venture-backed by early investors in Facebook, Google, Pinterest and Uber. Start a conversation with us at trywelcome.com
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Welcome 2016
- 1. trywelcome.com Hello Estée Lauder. Meet Welcome Wasim Ahmad, Head of Marketing | wasim@welcomecommerce.com Marc Schnabolk, Head of Sales | marcs@welcomecommerce.com
- 4. 4 Remember when shopping used to be fun?
- 5. 5 Welcome makes expertise available, wherever it is, to consumers, wherever they are.
- 6. My rosacea has been acting up, will this help with redness? Although the product isn’t solely used to reduce redness, many customers say that it helps Awesome, thanks. What is the shipping time-timeframe? A Macy’s representative would be best equipped to answer that - shall I invite someone in to this chat to help you? Customer Engagement & Conversational Commerce Sure Hello, this is Bob from Macy’s - I can see you have a question about shipping - you actually qualify for free shipping. If you order now, it will arrive by Saturday.
- 7. 7 Bring solution expertise, from the experts to the customer Customer Brand Experts Retailers +Others Agent Systems Other Retailers Orchestration Configuration Security & Privacy
- 8. Selection of our clients In Progress: 8
- 9. 9 It’s not enough to know what your customers are doing – in order to know how best to respond, you need to understand why. Where people are concerned, why is more important than what
- 10. 10 Qualitative Insights Our data is delivered to you in such a way that you can easily digest, understand, and act on the information given to you, so that you can be more proactive with customers and provide the personalized experiences they crave. Efficacy of PromotionsPopular products and FAQs Chat subject breakdownPDP and product improvement suggestions Customer buying trends and preferences Post-purchase issue and return insights Product Optimizatio n Availability Agent Performan ce
- 11. 11 Quantitative Insights We generate intelligence about your customers, so you can discover not only what they do while shopping, but why they do it. Satisfaction survey results Response times Chat Volumes Performance by agent Revenue per chatter and increase Chatter conversion % and increase Intelligence Dashboard
- 12. Client Success You will be assigned a Client Success Manager to assist with retailer partnerships, drive best practices, and execute innovative strategies to maximize the impact of the program Moderation Services Our Moderation Team is in a unique position to analyze Customer behavior, providing daily chat transcripts and monthly summary reports. They constantly identify opportunities to improve agent performance and the Customer experience Agent Services We are connected to the best agents across the globe, ready to partner with you for additional advisor, language, and timezone support Deployment Our deployment team will be your dedicated resource from the moment you sign up, until you are live. Our advanced integration capabilities make going live quick and easy; we build out your integration one time, so adding partners to your site only takes minutes 12 Beyond the platform: Success Services
- 14. 14 Is this serum good for acne- prone skin? This serum can be used for any skin type, please do follow the directions at the back before using it. Awesome, thanks! You’re welcome. Customer Engagement & Conversational Commerce
- 15. 15 Mobile Conversations Welcome Bar Mobile Rapidly connect customers with product specialists wherever they are via mobile chat
- 16. 16 Customer Engagement & Conversational Commerce Welcome Bar Rapidly connect guests with product expertise Welcome Bar Mobile Rapidly connect guests with product expertise over mobile phones Welcome Collaborate Rapidly connect guests with product expertise from multiple parties incl. retailer and brand agents
- 18. 18 In-store Welcome SMS Enable consumers to connect with product specialists via SMS through signage and offline media
- 20. Have product questions? Chat with Estee lauder 20 Advertising Welcome Ads Extends reach across digital web to bring customers into purchase engagement conversations. - product review sites - content marketing - publisher sites - search Have product questions? Chat with Estee lauder
- 22. 22 Offline
- 23. 23 Offline Welcome SMS Enable consumers to connect with product specialists via SMS through signage and offline media
Editor's Notes
- Consumers love their brands. Now more than ever, consumers cultivate real connections with brands: they have the same passions, morals and ideals. They will follow their brands anywhere they go, but this process can get complicated.
- Today’s chaotic consumer landscape yields less brand loyalty. With so many sources available for consumers to validate their decision to purchase, consumers are now only loyal to brands if the they feel there is real value. They instead prefer to shop how, where, and when they want, on their own time and at their own convenience. Consumers expect relevant, reliable, and real-time information when deciding from which brand to purchase, but this information is presented poorly on behalf of the manufacturer. Instead, the dealer controls the touchpoints where the consumer is likely to purchase, constraining the brand experience.
- Welcome makes expertise available, wherever it is, to consumers, wherever they are. Our passion today is driven by the same idea that led to the inception of Welcome. CEO and Co-founder, Dan Herman, grew up chatting with friends via text and instant message. When his mom, not known for being tech-savvy, began to text more often than call, he knew this wasn’t just the current trend: it was a shift in behavior. Then Dan had his epiphany: “how do we make the relevant expertise available, wherever that is, to consumers, wherever they are?” We have created technology-driven solutions that allow you to bring the full omnichannel experience to life. Combine the personalization of the past with the ubiquity of the present, thus creating a better, more relevant experience across every consumer touchpoint.
- Where people are concerned, why is more important than what. It’s not enough to know what your customers are doing – in order to know how best to respond, you need to understand why. Utilizing data to your advantage The data systems today only tell you the facts. With our robust intelligence, we take the facts and transform them into stories about your customers, enabling you to better understand your customers while they shop.
- You can now leverage cross-retailer, cross-product and cross-touchpoint intelligence to help you better understand the differing needs of each customer. Our data is delivered to you in such a way that you can easily digest, understand, and act on the information given to you, so that you can be more proactive with customers and provide the personalized experiences they crave.
- Conversion Rate of Chatters: Percentage of chat users who went on to place online orders within 30 days of chatting Percentage Conversion Difference: Difference (as a proportion of base conversion rate) between base conversion rate and chatter conversion rate Revenue Per Visitor: Average dollars spent by each visitor of a chat-enabled page Total revenue from visitors of CTA enabled pages over number of visitors of CTA enabled pages Revenue Per Chatter: Average dollars spent by each visitor who chatted Total revenue from chatters over number of chatters Percentage RPV Increase: Difference (as a proportion of revenue per visitor) between revenue per visitor and revenue per chatter Influenced Revenue: Total dollar value of brand-relevant online purchases made by chat users after chatting
- How it works in the real world Ashley was shopping in her local Walmart looking for a tablet, but she was having trouble narrowing down her options. As she was comparing two different SONY tablets, she saw a display sign offering “Text SONY. Ask any question.” So she pulled out her cell phone and texted the keyword to CHATID. She was connected with Melissa, a SONY customer service representative, who was able to advise which product was faster. Satisfied that her questions were answered, Ashley bought a tablet and left the store feeling good.
- How it works in the real world At the bus stop on her way to work, Ashley was flipping through Vanity Fair and saw an Estée Lauder ad with Kendall Jenner. At the bottom of the ad, Ashley saw an option that read: “Text Estée Lauder. Ask any question.” She had been wanting to switch lipstick brands because her favorite line was discontinued. When at work, she google-searched “Estée Lauder lipsticks” and narrowed her options down to two she liked, but she still had some questions. Ashley took out her Vanity Fair magazine from her tote and texted “KENDALL” to CHATID; she was immediately connected with Mia, an Estée Lauder representative. Ashley asked Mia which lipstick shade she would recommend based on her complexion. Five minutes later, Ashley had received a great recommendation from Mia and had purchased three lipsticks, all in separate shades.
- How did we achieve this? Even if your omnichannel infrastructure doesn’t include a mobile app, you can still interact with a customer on their smartphone device with Welcome.