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Customer Experience for E-commerce

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Satsum reinvents customer experience measurement for E-retailers. Satsum uses machine learning to understand your customers needs and wishes, providing clear and actionable metrics on what drives your customer satisfaction.

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Customer Experience for E-commerce

  1. 1. “ Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers. Amazon Leadership Principles “
  2. 2. How can your company stand out? Source: “Econsultancy Quarterly Digital Intelligence Briefing: 2015 Digital Trends” Adobe and e-consultancy asked this to more than 2,500 marketers around the globe Marketers’ indicate Customer Experience as the most exciting opportunity of 2015 and the next 5 years
  3. 3. Do you know if you’re delivering a great customer experience?
  4. 4. Satsum helps businesses to Improve customer experience Become more customer-centric Measure customer experience
  5. 5. A bit about us Satsum was founded in 2014 by Andy Lees, former senior executive at Kantar (WPP group) Satsum technology was developed as a result of Andy’s 20 years experience in technologies for customer insights A wide range of companies (from e-commerce to telecom) already use Satsum to measure and improve their customer experience
  6. 6. This is what Satsum can do for you.
  7. 7. A typical E-commerce Customer Journey Search Discovery Evaluation Ordering Delivery Unboxing Usage • SEO • Social media • Emails • Content • I like how it looks • I want one of these • Could I get this cheaper elsewhere • Does it do want I want? • Will it fit? • Courier • Courier support • Packaging • Conditions • Product
  8. 8. This is what you probably measure Search Discovery Evaluation Ordering Delivery Unboxing Usage Web Analytics
  9. 9. This is how customers decide Search Discovery Evaluation Ordering Delivery Unboxing Usage Web Analytics Full customer experience. Will I go back to purchase more? There’s no growth without retention. There’s no retention without great customer experiences
  10. 10. Satsum provides the holistic view Search Discovery Evaluation Ordering Delivery Unboxing Usage Web Analytics INTEGRATION
  11. 11. Satsum continuously measures the experience across all touchpoints Satsum is your own customer experience dashboard. Our technology allows you to continuously capture and interpret feedback from different touchpoints, giving you a comprehensive view of the service you provide to your customers. Satsum continuously collects data and analyzes it in real time Satsum automatically determines metrics like NPS, Customer Effort Score, and CSAT
  12. 12. Our tool provides modern, pleasant, feedback channels for your customers We put great effort in designing our interfaces, ensuring your customers have a great experience even when filling a questionnaire. You get more responses, and your brand benefits too. Helpfulness of the agent
  13. 13. Data can be collected from various channels ensuring a wide reach Mobile Web Email In-store tablet Integrations
  14. 14. Satsum automatically determines how to improve your customer experience Satsum technology treats every touchpoint differently, automatically determining which factors drive a good experience and how you’re doing on them. Satsum automatically determines what drives your customers’ opinion about you. The system also provides actionable recommendations on how to improve Tracking of your performances over time
  15. 15. Satsum makes E-retailers more customer-centric We provide you with a more comprehensive view of the experience you deliver to your customers every day. We determine actionable recommendations for improvement. With so much visibility, you can really start putting your customer at the center of your strategic decisions. Comprehensive view of customer experience Improvement recommendations Performance tracking
  16. 16. How to start with Satsum Sign up at http://satsum.com and enjoy our 30 days trial Contact us at info@satsum.com, we are happy to help setting things up
  17. 17. Thanks for watching! Check our blog for more

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