Best Practices in Digital Commerce
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Diane Burley, VP of Content, Lucidworks. Presentation from ACTIVATE 2019, the Search and AI Conference. http://www.activate-conf.com
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Search is the Tip of the Spear for Your B2B eCommerce Strategy
With ecommerce experiencing explosive growth, it seems intuitive that the B2B segment of that ecosystem is mirroring the same trajectory. That said, B2B has very different needs when it comes to transacting with the same style of experiences that we see in B2C. For instance, B2B ecommerce is about precision findability, whereas B2C customers can convert at higher rates when they’re just browsing online. In order for the B2B buying experience to be successful, search needs to be tuned to meet the unique needs of the segment.
In this webinar with Forrester senior analyst Joe Cicman, you’ll learn:
-Which verticals in B2B will drive the most growth, and how machine-learning powered personalization tactics can be deployed to support those specific verticals
-Why an omnichannel selling approach must be deployed in order to see success in B2B
-How deploying content search capabilities will support a longer sales cycle at scale
-What the next steps are to support a robust B2B commerce strategy supported by new technology
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Joe Cicman, Senior Analyst, Forrester
Jenny Gomez, VP of Marketing, Lucidworks
Drive Agent Effectiveness in Salesforce
Customer loyalty starts with quickly responding to your customer’s needs. When it comes to resolving open support cases, time is of the essence. Time spent searching for answers adds up and creates inefficiencies in resolving cases at scale. Relevant answers need to be a few clicks away and easily accessible for agents directly from their service console.
We will explore how Lucidworks’ Agent Insights application automatically connects agents with the correct answers and resources. You’ll learn how to:
-Configure a proactive widget in an agent’s case view page to access resources across third-party systems (such as Sharepoint, Confluence, JIRA, Zendesk, and ServiceNow).
-Easily set up query pipelines to autonomously route assets and resources that are relevant to the case-at-hand—directly to the right agent.
-Identify subject matter experts within your support data and access tribal knowledge with lightning-fast speed.
How Crate & Barrel Connects Shoppers with Relevant Products
Lunch and Learn during Retail TouchPoints #RIC21 virtual event.
***
Crate & Barrel’s previous search solution couldn’t provide its shoppers with an online search and browse experience consistent with the customer-centric Crate & Barrel brand. Meanwhile, Crate & Barrel merchandisers spent the bulk of their time manually creating and maintaining search rules. The search experience impacted customer retention, loyalty, and revenue growth.
Join this lunch & learn for an interactive chat on how Crate & Barrel partnered with Lucidworks to:
-Improve search and browse by modernizing the technology stack with ML-based personalization and merchandising solutions
-Enhance the experience for both shoppers and merchandisers
-Explore signals to transform the omnichannel shopping experience
Questions? Visit https://lucidworks.com/contact/
Lucidworks & IMRG Webinar – Best-In-Class Retail Product Discovery
Learn how to guide customers to relevant products using eCommerce search, hyper-personalisation, and recommendations in our ‘Best-In-Class Retail Product Discovery’ webinar.
Nowadays, shoppers want their online experience to be engaging, inspirational and fulfilling. They want to find what they’re looking for quickly and easily. If the sought after item isn’t available, they want the next best product or content surfaced to them. They want a website to understand their goals as though they were talking to a sales assistant in person, in-store.
In this webinar, we explore IMRG industry data insights and a best-in-class example of retail product discovery. You’ll learn:
- How AI can drive increased revenue through hyper-personalised experiences
- How user intent can be easily understood and results displayed immediately
- How merchandisers can be empowered to curate results and product placement – all without having to rely on IT.
Presented by:
Dave Hawkins, Principal Sales Engineer - Lucidworks
Matthew Walsh, Director of Data & Retail - IMRG
Connected Experiences Are Personalized Experiences
Many companies claim personalization and omnichannel capabilities are top priorities. Few are able to deliver on those experiences.
For a recent Lucidworks-commissioned study, Forrester Consulting surveyed 350+ global business decision-makers to see what gets in the way of achieving these goals. They discovered that inefficient technology, lack of behavioral insights, and failure to tie initiatives to enterprise-wide goals are some of the most frequent blockers to personalization success.
Join guest speaker, Forrester VP and Principal Analyst, Brendan Witcher, and Lucidworks CEO, Will Hayes, to hear the results of the Forrester Consulting study, how to avoid “digital blindness,” and how to apply VoC data in real-time to delight customers with personalized experiences connected across every touchpoint.
In this webinar, you’ll learn:
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Join us for a round table discussion of how the Toronto Police Service is better serving their community through deploying a unified intelligent data platform.
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-Ian Williams, Manager of Analytics & Innovation, Toronto Police Service
[Webinar] Intelligent Policing. Leveraging Data to more effectively Serve Com...
Policing in the next decade is anticipated to be very different from historical methods. More data driven, more focused on the intricacies of communities they serve and more open and collaborative to make informed recommendations a reality. Whether its social populations, NIBRS or organization improvement that’s the driver, the IT requirement is largely the same. Provide 360 access to large volumes of siloed data to gain a full 360 understanding of existing connections and patterns for improved insight and recommendation.
Join us for a round table discussion of how the Toronto Police Service is better serving their community through deploying a unified intelligent data platform.
Data innovation improves officers' engagement with existing data and streamlines investigation workflows by enhancing collaboration. This improved visibility into existing police data allows for a more intelligent and responsive police force.
In this webinar, we'll cover:
The technology needs of an intelligent police force.
How a Global Search improves an officer's interaction with existing data.
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With ecommerce experiencing explosive growth, it seems intuitive that the B2B segment of that ecosystem is mirroring the same trajectory. That said, B2B has very different needs when it comes to transacting with the same style of experiences that we see in B2C. For instance, B2B ecommerce is about precision findability, whereas B2C customers can convert at higher rates when they’re just browsing online. In order for the B2B buying experience to be successful, search needs to be tuned to meet the unique needs of the segment.
In this webinar with Forrester senior analyst Joe Cicman, you’ll learn:
-Which verticals in B2B will drive the most growth, and how machine-learning powered personalization tactics can be deployed to support those specific verticals
-Why an omnichannel selling approach must be deployed in order to see success in B2B
-How deploying content search capabilities will support a longer sales cycle at scale
-What the next steps are to support a robust B2B commerce strategy supported by new technology
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Joe Cicman, Senior Analyst, Forrester
Jenny Gomez, VP of Marketing, Lucidworks
Drive Agent Effectiveness in Salesforce
Customer loyalty starts with quickly responding to your customer’s needs. When it comes to resolving open support cases, time is of the essence. Time spent searching for answers adds up and creates inefficiencies in resolving cases at scale. Relevant answers need to be a few clicks away and easily accessible for agents directly from their service console.
We will explore how Lucidworks’ Agent Insights application automatically connects agents with the correct answers and resources. You’ll learn how to:
-Configure a proactive widget in an agent’s case view page to access resources across third-party systems (such as Sharepoint, Confluence, JIRA, Zendesk, and ServiceNow).
-Easily set up query pipelines to autonomously route assets and resources that are relevant to the case-at-hand—directly to the right agent.
-Identify subject matter experts within your support data and access tribal knowledge with lightning-fast speed.
How Crate & Barrel Connects Shoppers with Relevant Products
Lunch and Learn during Retail TouchPoints #RIC21 virtual event.
***
Crate & Barrel’s previous search solution couldn’t provide its shoppers with an online search and browse experience consistent with the customer-centric Crate & Barrel brand. Meanwhile, Crate & Barrel merchandisers spent the bulk of their time manually creating and maintaining search rules. The search experience impacted customer retention, loyalty, and revenue growth.
Join this lunch & learn for an interactive chat on how Crate & Barrel partnered with Lucidworks to:
-Improve search and browse by modernizing the technology stack with ML-based personalization and merchandising solutions
-Enhance the experience for both shoppers and merchandisers
-Explore signals to transform the omnichannel shopping experience
Questions? Visit https://lucidworks.com/contact/
Lucidworks & IMRG Webinar – Best-In-Class Retail Product Discovery
Learn how to guide customers to relevant products using eCommerce search, hyper-personalisation, and recommendations in our ‘Best-In-Class Retail Product Discovery’ webinar.
Nowadays, shoppers want their online experience to be engaging, inspirational and fulfilling. They want to find what they’re looking for quickly and easily. If the sought after item isn’t available, they want the next best product or content surfaced to them. They want a website to understand their goals as though they were talking to a sales assistant in person, in-store.
In this webinar, we explore IMRG industry data insights and a best-in-class example of retail product discovery. You’ll learn:
- How AI can drive increased revenue through hyper-personalised experiences
- How user intent can be easily understood and results displayed immediately
- How merchandisers can be empowered to curate results and product placement – all without having to rely on IT.
Presented by:
Dave Hawkins, Principal Sales Engineer - Lucidworks
Matthew Walsh, Director of Data & Retail - IMRG
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Many companies claim personalization and omnichannel capabilities are top priorities. Few are able to deliver on those experiences.
For a recent Lucidworks-commissioned study, Forrester Consulting surveyed 350+ global business decision-makers to see what gets in the way of achieving these goals. They discovered that inefficient technology, lack of behavioral insights, and failure to tie initiatives to enterprise-wide goals are some of the most frequent blockers to personalization success.
Join guest speaker, Forrester VP and Principal Analyst, Brendan Witcher, and Lucidworks CEO, Will Hayes, to hear the results of the Forrester Consulting study, how to avoid “digital blindness,” and how to apply VoC data in real-time to delight customers with personalized experiences connected across every touchpoint.
In this webinar, you’ll learn:
- Why companies who utilize real-time customer signals report more effective personalization
- How to connect employees and customers in a shared experience through search and browse
- How Lucidworks clients Lenovo, Morgan Stanley and Red Hat fast-tracked improvements in conversion, engagement and customer satisfaction
Featuring
- Will Hayes, CEO, Lucidworks
- Brendan Witcher, VP, Principal Analyst, Forrester
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Policing in the next decade is anticipated to be very different from historical methods. More data driven, more focused on the intricacies of communities they serve and more open and collaborative to make informed recommendations a reality. Whether its social populations, NIBRS or organization improvement that’s the driver, the IT requirement is largely the same. Provide 360 access to large volumes of siloed data to gain a full 360 understanding of existing connections and patterns for improved insight and recommendation.
Join us for a round table discussion of how the Toronto Police Service is better serving their community through deploying a unified intelligent data platform.
Data innovation improves officers' engagement with existing data and streamlines investigation workflows by enhancing collaboration. This improved visibility into existing police data allows for a more intelligent and responsive police force.
In this webinar, we'll cover:
-The technology needs of an intelligent police force.
-How a Global Search improves an officer's interaction with existing data.
Featuring:
-Simon Taylor, VP, Worldwide Channels & Alliances, Lucidworks
-Michael Cizmar, Managing Director, MC+A
-Ian Williams, Manager of Analytics & Innovation, Toronto Police Service
[Webinar] Intelligent Policing. Leveraging Data to more effectively Serve Com...
Policing in the next decade is anticipated to be very different from historical methods. More data driven, more focused on the intricacies of communities they serve and more open and collaborative to make informed recommendations a reality. Whether its social populations, NIBRS or organization improvement that’s the driver, the IT requirement is largely the same. Provide 360 access to large volumes of siloed data to gain a full 360 understanding of existing connections and patterns for improved insight and recommendation.
Join us for a round table discussion of how the Toronto Police Service is better serving their community through deploying a unified intelligent data platform.
Data innovation improves officers' engagement with existing data and streamlines investigation workflows by enhancing collaboration. This improved visibility into existing police data allows for a more intelligent and responsive police force.
In this webinar, we'll cover:
The technology needs of an intelligent police force.
How a Global Search improves an officer's interaction with existing data.
Featuring
-Simon Taylor, VP, Worldwide Channels & Alliances, Lucidworks
-Michael Cizmar, Managing Director, MC+A
-Ian Williams, Manager of Analytics & Innovation, Toronto Police Service
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Grab your lunch and let’s dive into three strategies that need to be part of your 2021 roadmap. You don’t need an army to get there. But you do need to take action and capitalize on the shoppers abandoning the product discovery journey on your site.
In this session, attendees will find out how to:
-Take control of merchandising at scale;
-Implement hands-free search relevancy; and
-Address personalization challenges.
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For a personalized search experience, search curation requires robust text interpretation, data enrichment, relevancy tuning and recommendations. In order to achieve this, language and entity identification are crucial.
For teams working on search applications, advanced language packages allow them to achieve greater recall without sacrificing precision.
Join us for a guided tour of our new Advanced Linguistics packages, available in Fusion, thanks to the technology partnership between Lucidworks and Basistech.
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Watch our on-demand webinar showcasing Smart Answers on Lucidworks Fusion. This technology makes existing chatbots and virtual assistants more intelligent and more valuable to the people you serve.
In this webinar, we’ll cover off:
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Which search and AI use cases are making the biggest impact in industries such as finance, healthcare, retail and energy in Europe
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Wish your conversion rates were higher? Can’t figure out how to efficiently and effectively serve all the visitors on your site? Embarrassed by the quality of your product discovery experience? The bar is high and the influx of online shopping over recent months has reminded us that the opportunities are real. We’re all deep in holiday prep, but let’s take a few minutes to think about January 2021 and beyond. How can we position ourselves for success with our customers and against our competition?
Grab your lunch and let’s dive into three strategies that need to be part of your 2021 roadmap. You don’t need an army to get there. But you do need to take action and capitalize on the shoppers abandoning the product discovery journey on your site.
In this session, attendees will find out how to:
-Take control of merchandising at scale;
-Implement hands-free search relevancy; and
-Address personalization challenges.
AI-Powered Linguistics and Search with Fusion and Rosette
For a personalized search experience, search curation requires robust text interpretation, data enrichment, relevancy tuning and recommendations. In order to achieve this, language and entity identification are crucial.
For teams working on search applications, advanced language packages allow them to achieve greater recall without sacrificing precision.
Join us for a guided tour of our new Advanced Linguistics packages, available in Fusion, thanks to the technology partnership between Lucidworks and Basistech.
We’ll explore the application of language identification and entity extraction in the context of search, along with practical examples of personalizing search and enhancing entity extraction.
In this webinar, we’ll cover:
-How Fusion uses the Rosette Basic Linguistics and Entity Extraction packages
-Tips for improving language identification and treatment as well as data enrichment for personalization
-Speech2 demo modeling Active Recommendation
-Use Rosette’s packages with Fusion Pipelines to build custom entities for specific domain use cases
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Watch our on-demand webinar showcasing Smart Answers on Lucidworks Fusion. This technology makes existing chatbots and virtual assistants more intelligent and more valuable to the people you serve.
In this webinar, we’ll cover off:
-How search and deep learning extend conversational frameworks for improved experiences
-How Smart Answers improves customer care, call deflection, and employee self-service
-A live demo of Smart Answers for multi-channel self-service support
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In the current climate, it’s now more important than ever to digitally enable your workforce and customers.
Hear from Simon Taylor, VP Global Partners & Alliances, Lucidworks and Matt Aslett, Research Vice President, 451 Research to get the inside scoop on how industry leaders in Europe are developing and executing their digital transformation strategies.
In this webinar, we’ll discuss:
The top challenges and aspirations European business and technology leaders are solving using AI and search technology
Which search and AI use cases are making the biggest impact in industries such as finance, healthcare, retail and energy in Europe
What technology buyers should look for when evaluating AI and search solutions
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Webinar: 5 Must-Have Items You Need for Your 2020 Ecommerce Strategy
In this webinar with 451 Research, you'll understand how retailers are using AI to predict customer intent and learn which key performance metrics are used by more than 120 online retailers in Lucidworks’ 2019 Retail Benchmark Survey.
In this webinar, you’ll learn:
● What trends and opportunities are facing the ecommerce industry in 2020
● Why search is the universal path to understanding customer intent
● How large online retailers apply AI to maximize the effectiveness of their personalization efforts
Where Search Meets Science and Style Meets Savings: Nordstrom Rack's Journey ...
Nordstrom Rack | Hautelook curates and serves customers a wide selection of on-trend apparel, accessories, and shoes at an everyday savings of up to 75 percent off regular prices. With over a million visitors shopping across different platforms every day, and a realization that customers have become accustomed to robust and personalized search interactions, Nordstrom Rack | Hautelook launched an initiative over a year ago to provide data science-driven digital experiences to their customers.
In this session, we’ll discuss Nordstrom Rack | Hautelook’s journey of operationalizing a hefty strategy, optimizing a fickle infrastructure, and rallying troops around a single vision of building an expansible machine-learning driven product discovery engine.
The audience will learn about:
-The key technical challenges and outcomes that come with onboarding a solution
-The lessons learned of creating and executing operational design
-The use of Lucidworks Fusion to plug custom data science models into search and browse applications to understand user intent and deliver personalized experiences
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In this webinar, you will learn
-- Introduction to knowledge graphs and where they fit in the ML landscape
-- How breakthroughs in search affect your business
-- The key features to consider when choosing a data discovery platform
-- Best practices for adopting AI-powered search, with real-world examples
Webinar: Building a Business Case for Enterprise Search
Speaker: Diane Burley, VP Content, Lucidworks
Guest speaker: Dave Schubmehl, Research Director, IDC
Why Insight Engines Matter in 2020 and Beyond
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Date: December 12, 2019
Presenter: Justin Sears, VP Product Marketing, Lucidworks
Webinar: Lucidworks Managed Search
Presenter: Justin Sears, Lucidworks and Shalin Mangar
Description: Apache Solr is one of the most trusted and performant search engines. Many of the world’s largest companies use Solr to power their e-commerce and workplace web applications. But obtaining the required expertise, managing and scaling infrastructure, administering security, and performing upgrades for an enterprise-grade Solr environment can be difficult and expensive — preventing infrastructure leaders from delivering Solr’s time-tested advantages to their organizations.
KMWorld 2019 - Diane Burley - Bringing a Consumer-Like Experience to the Digi...
KMWorld 2019
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Using Search to Drive Self-Help Success at Veritas
Learn how to use ROI to validate knowledge management and search to management, by delivering a better customer self-service experience that improves customer success and satisfaction. Understand the simple business case that justified investment in Lucidworks Fusion to deliver unified search across multiple repositories, allowing both customers and support engineers to maximize productivity. Identity management and security models allow support engineers to use the same interface as customers, making it easy to teach customers how to self-solve while still protecting sensitive data.
Speaker: Joe Kugler, Sr Mgr, Knowledge
Management and Self Help Experience, Veritas Technologies
Using Signals in Lucidworks Fusion
Learn how to use user-generated search data to improve relevancy of results at scale. As search development and data science converge, Lucidworks Fusion provides a solution that including AI and signal-driven features out of the box.
Speaker: Mark Moyou, Data Science Manager, Lucidworks
Enterprise Information Architecture: Empowering AI in the Digital Workplace
Search is an essential component of the digital workplace. The Digital Workplace is an ecosystem of information that is managed in multiple systems, exposed in multiple experiences, and needs to meet the needs of a wide range of users. This information drives decision-making, analytics, and knowledge sharing across the organization. When your information architecture, taxonomies, and metadata are implemented across the enterprise, the power of AI driven search is unlocked.
Lucidworks Fusion at Foot Locker: Speed at Scale
Foot Locker is going through a major digital transformation and search experience enhancement using Lucidworks Fusion is a key part of the transformation initiative. Foot Locker has a unique position in selling specialty sneakers with a demography covering teens to millennials. This poses a unique challenge to satisfy a tech-savvy, primarily mobile-driven user base. There are also multiple brands spanning across North America, Europe and APAC regions requiring advanced search capabilities and multilingual support. Delivering this solution at speed at scale requires tools that support these capabilities. Fusion is one such tool we are learning and we will present our journey so far. We are still in the process of rolling out Fusion to enable advanced features to all of the brands under Foot Locker. The presentation will include the latest data and learnings at the time of the conference.
Building Search and Personalization at Nordstrom Rack | Hautelook
Ecommerce customers are accustomed to an accurate, smooth, and timely search experience. Behind the curtains is a chaotic battle to operationalize a hefty strategy, optimize a fickle infrastructure, and rally troops around a single vision. Hear how Nordstrom Rack | Hautelook braved this with help from Lucidworks Fusion.
Applying AI and Search In Europe
Get the inside scoop on how industry leaders in Europe are developing and executing their digital transformation strategies.
451 Research VP and expert analyst, Matt Aslett and Lucidworks VP Channel, Simon Taylor shares and discusses key insights on:
The top challenges and aspirations European business and technology leaders are solving using AI and search technology
Which search and AI use cases are making the biggest impact in industries such as finance, healthcare, retail and energy in Europe
What characteristics technology buyers should use when evaluating AI and search solutions
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https://alandix.com/academic/papers/synergy2024-epistemic/
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Best Practices in Digital Commerce
- 1. Diane Burley @dburley VP Content, Lucidworks DIGITAL COMMERCE BEST PRACTICES:
- 2. 2019 Retail Benchmark Survey 123R E TA I L E R S >$100MA N N U A L R E V E N U E
- 3. REVENUE
- 4. PA IN PO INTS
- 5. AVAILABILITY
- 6. FINDABILITY
- 8. 4.63Successful search increases conversion average F R O M 2 . 7 7 Opportunity
- 9. ME TR ICS
- 11. CTR AVERAGE
- 12. CTR BY SIZE
- 13. ATC PERCENTAGE
- 14. PE RS O NA LIZATIO N
- 15. MIND READING
- 16. APPROACH
- 19. A / B TESTING A I/ ML
- 20. EXPERIMENTATION
- 21. AI/ML -> UX
- 22. AI/ML -> UX
- 23. THE STACK
- 24. Copy of the Survey Survey@lucidworks.com
- 25. THANK YOU
Editor's Notes
- Good morning! It really doesn’t matter what industry or discipline we are in – we all want to know how we stack up. All those KPIs that we measure are terrific – but what’s realistic vs aspirational? And more importantly, what are others doing? Some of our biggest customers were asking that very question – so we wanted to create a baseline survey --
- We worked with oiur partner at Retail Touchpoints to craft 15 questions – and this year chose to go constrain it to companies doing $100m in revenue of greater. We had more than 120 participants take our survey, and I am pleased to be able to give you a sneak peek at the results. We have a paper tha tis being written and published and will be available some in a coiuple weeks. If any of you are interested in this free copy, please
- Almost 70% of our respondents reported revenues of $400 million or more, nearly 20% between 200-399million and 18% over $100. We hope in the future to widen this to companies of all sizes and beyone just B2c companies.
- Site down times, stockouts, undiscoverable content, slowdowns in checkout
- Research from IHL Group shows that as much as 24% of Amazon's retail sales can be attributed to customers who first tried to purchase an item elsewhere but found it out of stock. Good stuff
- Research from IHL Group shows that as much as 24% of Amazon's retail sales can be attributed to customers who first tried to purchase an item elsewhere but found it out of stock. Good stuff
- 30% of website visitors start their website visit by using the search box 80% of those visitors (24% of all website visitors) abandon websites due to poor search experience When a website search is used, conversion rates average 4.63% instead of 2.77%
- Site down times, stockouts, undiscoverable content, slowdowns in checkout
- The majority of shoppers (60%) visit a site up to four times before making a purchase. That leaves 40% making five visits or more before they finally buy. Using the power of AI to provide more targeted search results and recommendations can help move customers along the shopping journey effectively. How many times has the visitor viewed a particular product? How expensive is the item? Are they a long-time customer? Does their search history show multiple searches for similar items or did they go straight for this one? The answers will point to their search intent and better inform additional recommendations, information on services and support options, and links to complementary items. Without this granular insight, retailers might move the customer into the “buy” workflow too quickly and opportunities for upsells and cross-sells may be lost. Ultimately the success rate comes back to A/B testing and what works best for the brand’s site and customer demographics.
- 30% of website visitors start their website visit by using the search box 80% of those visitors (24% of all website visitors) abandon websites due to poor search experience When a website search is used, conversion rates average 4.63% instead of 2.77%
- Add to cart is good
- Site down times, stockouts, undiscoverable content, slowdowns in checkout
- Whenever you do a survey – you find that you could have asked the question better
- Merchandisers are always trying to figure out what shoppers are looking for before getting to their site. But tastes change and even the most savvy merchandisers have trouble keeping pace with the millions of digital signals that shoppers send every day. That’s why merchandisers need machine learning and real-time insights to ensure that they deliver the right product to the right shopper, at the right moment.
- Site down times, stockouts, undiscoverable content, slowdowns in checkout