Turn shopping cart abandonment into opportunity thanks to IBM Watson Customer Experience Analytics.

Thibault Anderlin Smart Commerce

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
34%
23% had an issue with shipping
23%
18% wanted to compare prices
18%
15% decided to buy in-store instead
15%
6% abandoned due to a lack of payment options
6%
4% experienced a technical issue
4%

Carts abandonment by sector ?

fashion
69%
Retail
76%
travel
81%
Non-profit
75%
Finance
80%
All sectors
76%
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

Where’s Watson?

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.

Let’s look at how and why customers are abandoning carts

Experience the demo, where you’ll solve the mystery of the abandoned cart.

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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.

Visualize the customer journey.

  • Quantify and visualize complete, cross-channel customer journeys across devices and over time.
  • Always know where customers are in their journey and learn how activity in one channel impacts performance in another.
  • Replicate the top performing paths and weed out the troublesome ones.

Relive customer experiences.

  • Zoom in to see where customers struggled and pinpoint trouble spots.
  • Replay any session to see exactly what your customer experienced.
  • Identify new opportunities to improve the customer experience and refine the journey to deliver more conversions.

Gain the insights you need.

  • Bring together customer experience insights from all channels in a unified, visual dashboard.
  • Customize the dashboard by role to track the KPIs most important to you.
  • Easily identify trends and understand root causes.
  • Gain immediate insight to go from question to decision in minutes, shifting resources and taking action to grow revenue.

Delivered services.

Installation and implementation support.

    Integrated analytical analysis of customer experience.

      Set up heat maps, form analysis and link analysis

        User session analysis.

        Journey and Mindset reporting.

        Develop or optimize your eCommerce store today!

        Know how our expert team can help you sell more online and deliver memorable experience to your customers.

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