Modernizing an Online Sales Toolbox for eCommerce
DigitalMara updated and upgraded a sales agent interface within an eCommerce platform.
About the client
E-commerce company from the US
The client operates an e-commerce platform with a sales agent interface.
Challenge
The client’s platform was outdated, limiting its efficiency and making it challenging to integrate new features. In addition, it was not enough resistant to security issues.
Approach
The client had their vision of the project. We conducted a thorough assessment and created a detailed roadmap. Our dedicated team upgraded the platform, focusing on automation, customization, and traceability.
The developed solution obtains the following key features:
- Chat that enables communication between sales agents and website visitors.
- Chat history allows sales agents to pick up where they left off and analyze their successes and failures.
- Async chats integrated with popular platforms (SMS, Twitter, Facebook, and ABC).
- Customizable functionality and user interface to adjust to changes in the business model as it continues to evolve.
- AI assistance (Nina Coach, Agent Coach) to support and improve agent communication with customers.
Results
The client received to following results:
- Sales agents make decisions based on the history of communications with a particular customer, and insights derived from similar cases catered by the AI.
- Conversion rates increased by 32% as website visitors were followed up with and treated in a more personalized manner.
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