Retail company improved Conversion by 30% using Omnichannel -Live Chat

1. CASE STUDY A RETAIL COMPANY IMPROVED CONVERSION BY 30% USING OMNICHANNEL - LIVE CHAT

2. About SignOn.ai Signon.ai is an Indian cloud-based software & AI company headquartered in Bengaluru, India. Founded in 2015 by stalwarts in the IT & Services industry, it provides Artificial Intelligence, Application Development, Digital Marketing, Analytics and also sells a complementary suite of enterprise applications focused on Customer Relationship Management CRM, marketing intelligence, & Membership management. About Client A Retail company is a worldwide retail outlet of premium clothing with over a hundred branches in India. Their focus is on men’s casual and formal wear. They are looking into expanding their market in Asia for positive business growth. Problem Statement With different segments of customers, it was challenging to understand the behavioural and transactional profiles. 1. Less chance of customer engagement and lack of visitor insights 2 Increasing traffic on the website but not resulting in real conversion 3 Website abandonment, bounce rate was high In a nutshell the organization was getting traffic to their website but they failed to engage the incoming visitors and failed to identify the visitor profiles. Poor engagement leads to increased bounce rate and website abandonment.

3. Solution The ideal solutions is to identify the problems with the targeting strategy and to understand the visitors profiles & keep them engaged with the platform, for that we implemented the following Multi-channel lead nurturing and support for website visitor Proactive chat and auto-trigger engagement to help customers who have queries about offers and the product Detailed analysis of prospective visitors through chat- geographical locations- page visits etc. 24/7 lead nurturing for supporting out of office hours Nurturing leads was integrated with Live- chat 1 1 2 2 3 3 4 4 5 5 Configuration And Deployment Timeline 3 Months from Contract 2 Months Deployment 1 Month Study 2 Months Transition Time to Go Live

4. Tools Used Signon Leadz A complete member management tool to scale your business to heights. SignOn AI has a team of expert marketers who understands your prospects, scaling 24/7 to build your brand and grow your sales. SignOn applies the power of data along with some very intelligent functions to remodel your lead and marketing funnel. SignOn Leadz helps you to complete your sales processes, view the detailed contact and company records, and view communication history in one place so you can manage leads without the hassle. Feature Used Omnichannel A true omnichannel customer service center allows your customers/visitors to connect seamlessly with the support system using multiple channels. At the same time the support system will have immediate access to a holistic picture of the person they’re about to help. Omni-Channel, SignOn Leadz’s comprehensive customer service solution, pushes work to agents in real time, right from the SignOn Leadz dashboard. Omni-Channel makes it all happen using objects, which is just a fancy word for anything that can be routed to your agents. Cases, chats, leads, and social posts are all examples of objects. Live Chat The SignOn Leadz Live Chat integration lets you create leads and contacts from chats, archives, and the Visitor section at a good clip. Easily search your contacts directly from LiveChat as well as save chat transcripts as Cases or Objects in your SignOn Leadz dashboard. Outcomes With the new insights, the retail company excelled in over powering the hindrances caused using the SignOn tool (SignOn Leadz). The following were the outcomes of the project: 1. There was a 15% increase in online conversions 2. Increase in the engagement of customers demonstrated by the reduction in bounce rate of 40% 3. Improved time spent on page increased by 30%

5. Other features to look for Data Lake A store for enterprise data used for tasks like reporting, analytics & machine learning Lead Nurturing Automatic Lead Assignment Analyze & Nurture quality leads to conversion. Bridge UTM campaigns and measure ROI Assign leads to right sales rep while their hot and ensure leads don't fall through the crack Contact Management Get real-time insights & social data of customers, connect with them across Get real-time insights & social data of customers, connect with them across channels channels Campaign Management Sales Fulfilment Create campaigns for the right target by tracking visitors and conversions. Opt-out & opt- In Streamline sales process- customize the app to drive process productivity, and consistency. Omni Channel Business Intelligence Connect Voice, Chat, SMS, Social Media, Webforms into a single unified platform Build reports without help from IT Knowledge Management Collaboration tools designed to share insights, documents, maps, etc., company- wide. Customer Segmentation Surveys Segment your contacts, improve engagement & retention with customized campaigns Escalation & Approval Management Pipeline Management Create templates and conduct surveys for all customers Understand and modify the pipeline effectively Flexible approvals processes for deal discounts, expenses, and more Granular user permissions Roles, Profiles, Teams- Assign roles, define permissions, control access to information Telephony - Make, receive, & record calls - Outbound & Inbound Reports and Dashboards Webforms Track team performance, modify charts, in one screen. Make decisions from anywhere using mobile reporting Helps you capture leads from your landing pages & website Live Chat Social Media SMS Integration Google Ads Chat helps connect with customers live in the website and on social media page via FB Messenger Social media integration to understand customer profile & generate leads Send auto SMSs & Campaign SMSs to customers, prospects Google Ads Integration Mobile App Email Chat Bot Connect your web application to the LMS Email Integration helps funnel multiple email IDs into a queue & connect the lead to the email. Conversational AI for smarter selling & servicing Advanced Lead Scoring Lead scoring using behavioral attributes of customers from third party APIs Auto Responders Meeting Scheduling Autoresponders for business- critical decision junctions Prepare for customer meetings while on the go Email Insights Notifications & Calendar Get Insights into Email Marketing performance, send, read, forward details & remarketing View all the tasks which are pending in Notifications & reminders can be set for tasks Sales Insight Get Insights into Sales performance