Experience the power of Artificial Intelligence (AI) in IBM Watson Customer Experience Analytics. Identify and resolve customer experience challenges and behavioral sequences within minutes. Immediately get notified of struggle when it happens so you can quickly take action to improve conversion rates. It helps you make smarter, faster marketing and CX decisions based on insights into customers across touchpoints and channels.
IBM Watson Customer Experience Analytics provides you with the ability to visualize the entire customer journey, and to understand how activity in one channel, impacts conversion in another, so you can identify both obstacles and opportunities to increase revenue and loyalty. This offering makes it easier for you to quickly act on data across channels, to help target key segments and drive conversion.
A seamless, end-to-end view of the customer experience to understand every journey enabling you to resolve issues, fix problems, maximise value, & reduce costs.
In the numerous issues that could face an online retailer in his daily transactional platform management, one is maybe the most perturbing one as he could be linked to the part or all of the shopping process: the Cart Abandonment.
What is cart abandonment & how can you quickly solve it ?
“Abandonment is an ecommerce term used to describe a visitor on a web page who leaves that page before completing the desired action.
Examples of abandonment include shopping cart abandonment, referring to visitors who add items to their online shopping cart, but exit without completing the purchase.”
Cart, or basket, abandonment may be the most obvious, but there are several types of associated abandonment that companies can track:Booking Abandonment, Form Abandonment and Browse Abandonment.
As the online experience becomes more complex and the typical research phase longer, then we begin to see higher abandonment rates. However, even if the purchase process is a little longer, sites can still reduce abandonment rates by making sure that the site is well optimised and easy to use with specialized and dedicated solution, as Watson Customer Experience Analytics.
Why shoppers abandon carts ?
34% were ‘just looking’ i.e. not ready to buy
23% had an issue with shipping
18% wanted to compare prices
15% decided to buy in-store instead
6% abandoned due to a lack of payment options
4% experienced a technical issue
Carts abandonment by sector ?
That’s how Watson Customer Experience Analytics customers achieve 196% ROI with payback in just 4 months.Forrester Research, Total Economic Impact Report, November 2016
With Watson Customer Experience Analytics, you can quickly root out issues that keep your customers from conversion. When you understand not just what’s happening, but why, you’ll:
- Reclaim lost revenue.
- Quicken speed to purchase.
- Retain customers and maximize lifetime valuer.
- Boost conversion rates
When it comes to struggle, Watson’s always on the lookout – and always learning. After just 3 days of capturing customer traffic data, Watson will begin to understand what defines struggle at your company.
He’s constantly learning what’s the normal, intended experience vs. what on your site is off (e.g., when something is taking too long or users are doing redundant actions) and will alert you when he detects a point of friction.
Features and benefits of Watson Customer Experience Analytics.
Find out how Watson Customer Experience Analytics can help you to understand your customers’ journeys, improve engagement, and drive better business results.