Inventia White Paper nuovo white paper EN 10_08_fm | Page 2

SCENARIO
Enterprises are looking for effective solutions to monetize their online presence reducing cart
dropdown, improving cross/up-selling campaigns and on boarding prospects safely.
Actually companies are hardly looking to find smart and innovative touch points with consumers
that are contextual, relevant, highly personal, and yes, conversational. Commerce is becoming
not only more conversational but more ubiquitous and seamlessly integrated into consumers’
lives.
Most brands are still not making large efforts towards building deeper customer relationships.
However, their new products, initiatives and technologies are increasingly dependent on
customer awareness and involvement. A number of important business goals of nearly any brand
are very dependent on higher levels of customer engagement. Brands are unlikely to be
successful achieving these goals if they have large numbers of untrusting or unaware customers.
Although higher amount of money is spent on advertising than on customer experience
improvement, a recent study shows that word-of-mouth recommendations from customers with
good experiences are more influential than ads.
But it’s a matter of fact:
Customers are prepared to pay more if this means that they will receive a better
customer experience every time they interact with a brand. They are more likely
to switch to a competitor with a good customer experience reputation.
With peer-to-peer reviews carrying even more weight thanks to the power of social media
channels, it’s never been more important to invest in customer experience and engagement.
Developing meaningful, trust-based relationships with your customers online, listening to what
they’re saying and showing them that you care about more than just transactional convenience,
can help your brand succeed. It is critical for brands to find ways to engage with their customers
online. When it comes to live video engagement, conversational commerce solution is the key
and brands need to start implementing new things quickly. Think about the use case for your
brand and how you can tie it into your overall marketing campaign. Make sure you choose your
solution provider wisely and involve your audience to participate in real time. Companies are just
getting started on the conversational commerce trend, so this is the perfect time to become an
early adopter (and get ahead of your competition).
Brands can use live video engagement to make a human connection with their customers. Once
the brands build the audience all they need to do next is keep them coming back with fresh,
helpful and engaging content.
These are some of the challenges they are facing
•
Brands have invested US$ billions in Digital campaigns but
they more and more fail because they lack in reliability and in
transferring instantly their offer unique selling proposition
•
97% of digital campaigns fail due to lack of trust in the
brand proposals
•
Brands are still investing US$ billions in ecommerce platforms
still able to sell all their products and services online
because…
•
•
most of their products need to be in person to be sold;
some of their products have complex sales funnel hardly to be executed online