Conversational trade – Thanks to intelligent automation, it can be increased in e-commerce profits
Have you seen that over the next four years the conversational trade value will increase by over 590%, to a level of $ 290 billion? And one second expenditure will be money invested in chat and voicebots.
From the article you will learn:
– What is conversational trade
– Why companies so willingly use intelligent automation in online trade
– Why Voicebots support employees at work and do not take their jobs
– What benefits the implementation of intelligent automation in Omnichanel
– You will learn practical examples of using Voicebots in e-commerce
The conversation trade uses innovative technology, including artificial intelligence, to automate transactions and payments through channels such as chat and voicebots, emails, telephones, communicators and digital voice assistants. It enables the creation of a valuable dialogue between companies and potential clients on various levels and in many channels. As a result, engaging customers in deeper relationships with brands, and thus to increase sales.
However, in practice, servicing all communication channels requires the involvement of large company resources. And the more companies invest and dedicated to achieve a given indicators and planned measures, the lower they get. The less resources and commitment of the team you devote to routine and monotonous tasks, the more your team is motivated and effective. Thus, the key rates of effectiveness in your processes are growing. The more automation you introduce in your organization, the more space you provide for your employees for creative and strategic tasks. The automation of communication enables companies to both multi -channel and efficiency, which translates into a higher return on investment, i.e. the famous roi.
However, according to Sales Insight Lab, even 50% of all leads with which the sales department contacts is characterized by low quality and a low probability of completing sales talks. In turn, according to McKinsey Global Institute, as much as 65% of the seller’s working time are activities that do not generate income, and actual sales are only 35% of the time of traders.
Automation of sales activities in practice
That is why companies automate the sales process so that the commercial department can spend more time for actual sales to increase sales as a result. An interesting example of how companies use intelligent communication automation to analyze and optimize processes, is Intercars. It is the largest importer and distributor of spare parts for passenger and commercial cars in Central and Eastern Europe. Telephone calls are one of the main communication channels with clients, which is why measuring and tracking connections are crucial.
Apifonica with them in mind.com has introduced a solution known as masking the phone number. Intercars uses over 10,000 different phone numbers to track incoming calls from various sources. This is due to the fact that one phone number is assigned to the individual action or tool from marketing – MIX, i.e. every advertisement, website, national, etc. Thanks to this, the customer knows which resources generate sales and which. Investing in activities and channels achieving the best results and eliminating those that achieve worse results allows you to increase the return on investment.
Another example of how companies automate the sales process, e.g. processing of incoming leads is the Foxford e-learning platform.com. Before implementing the system, the speed of response to the new contact was on average 8 minutes per lead. After the implementation of automation, Voicebot calls the potential interlocutor for a minute after the information about him appears in CRM. In addition, the intelligent system asks preliminary questions, collects answers himself or at the client’s request arranges to a later date of the conversation. Lead answers are placed alone by Voicebot in the appropriate fields in CRM. It also gives the status to every contact in CRM, assigning it to a specific department.
Practical data showed that within 2 months about 30% of contacts were completely unattainable. A total of up to 2,500 invalid phone numbers in databases, no answer, etc. As a result of the implementation of Voicebota Apifonica, Foxford saved 333 hours. Automation not only saved resources, but also contributed to the maintenance of a high conversion rate and increasing the return on investment, the so -called. Roi, helping to maintain the company’s most valuable resource, i.e. its employees.