Friday, February 10th, 2017 | 3 min read
Stop me if you’ve heard this one: You buy a product online and it arrives with an issue. You reach out to the company on social media — maybe you @them on Twitter or write a Facebook comment.
Despite these efforts to make your voice heard, the company doesn’t fix the problem. You even leave a review on their site and still continue to see online ads for the product you purchased. This is, of course, very annoying. And for the company itself, it’s a waste of money.
The entire process is frustrating. The good news, however, is that it’s avoidable.
To compete today, at a time when customers are connected and empowered like never before, commerce solutions must allow you to understand a customer’s journey through the social and e-commerce worlds.
The right commerce solution empowers you access to deeper, richer audience segments, and provides the ability to reach customers (and potential customers) in more relevant, personalized ways.
With Sprinklr’s technology, your brand can do just that. You can recognize that a customer who made a comment on your Facebook page is the same persona of someone who made a purchase two weeks prior on your dotcom. It provides a way to build more holistic, personalized experiences.
This information enables brands to reach out with the right message on the right platform, and perhaps more important, avoid sending the wrong message (like the redundant ad referenced above).
What’s more, instead of just producing a random slew of customer data, these solutions should aim to identify who the customer actually is: their name, where they live, what they’ve purchased, even what they may have complained about.
Such a system allows alignment between social and e-commerce registration, and the interactions between both as people switch fluidly between platform types.
With an integrated system, brands can keep their paid and owned capabilities in a single view. This is important because advertising data needs to represent the actual purchase and advertising pathway, which is impossible with disparate e-commerce and social capabilities.
While this technology can prevent massive headaches for customers, it’s also a boon for brands as it allows them to house their e-commerce and social media management capabilities all in one place. This consolidation allows for smoother, less fractured operations and more relevant content — not to mention lowered costs.
Indeed, the right commerce solutions bridge the gap between the dotcom, social, and e-commerce worlds — and help you save time (and money) in the process.
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