As a result of the high bar set by companies such as Amazon, consumers have very high expectations for their online shopping experiences. They are looking for a wide range of products, great product information, good levels of stock availability and fast delivery – all competitively priced of course.
Though eCommerce companies will have a degree of analytics on how their pages are being used, they do not necessarily use this information to drive personalized marketing or to intervene in real time. For instance, if a product is out of stock, suggesting alternatives based on the users profile. Analytics are also not necessarily integrated with back-office systems for an end to end view and to drive and inform operational processes.
Companies such as Amazon and Netflix are making effective use data in real time to make product recommendations and to drive cross-sell and up-sell. Not only is this about revenue generation, it is also about improving the customer experience. There is a huge opportunity for other eCommerce businesses to use their data in similar ways to enhance customer experience in real time.
Example Use Cases
Timeflow integrates with a range of websites, applications, APIs and other data sources across your business to identify and respond to key situations of interest. Examples specific to this industry include:
Example 1 – High Value Customer Transaction
A customer logs into your website many times over the course of a week. They are identified as a high value customer. They build a high value shopping cart but fail to submit the transaction. An email is triggered to the customer to ask if they require any further information in order to complete the purchase. The customer returns to the website and completes the order because of the prompt.
Example 2 – Product Recomendations
A customer visits your website many times over the course of a week. This time, they find that the product they have been looking at is out of stock. Alternatives are presented to the user based on their own purchase history, and a discount coupon is sent by email for their inconvenience. In addition, a message is sent to the ERP system to raise the priority of the order due to the experienced demand.
Example 3 – Delivery Optimization Batching
A customer places an order. We identify that another order has been placed but not yet dispatched, so we trigger a message to the warehouse to hold the order so the products can be shipped together. The more recent order is expedited through the warehouse.
Example 4 – Failure To Dispatch SLA
An order is placed, picked and packed promptly. After 72 hours, Timeflow identifies that the order has still not moved to shipped status, so a manual push notification is sent to the warehouse managers mobile device for investigation.