Out-Amazon Amazon in

Online Selling

Adapt Offline Innovations for Digital

Retail

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Why we chose Amazon

“Amazon” is a champion in online selling

and customer service.

The word has been used as an aspiration,

and even a verb, in recognition of that

excellence.

[Also, it makes for a provocative title!]

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Online or offline, sales is where the

rubber meets the road

Why not adopt successful

customer service

innovations of the brick-

and-mortar retail world to

online retail?

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Online or offline, sales is where the

rubber meets the road

NOW YOU CAN

thanks to advancements

in customer engagement

technologies.

CX Innovations

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1. The Digital Walmart Greeter

A Walmart greeter welcomes customers to the

store, assists them with cart selection, offers

coupons, and even guides them.

eGain Confidential

The Digital

Greeter

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1

Welcome, the Digital Virtual Greeter!

Also called chatbot, virtual

assistant, VA, virtual agents,

avatar.

You could also think of them

as a business Siri.

eGain Confidential

The Digital

Greeter

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1

It greets, assists, offers, guides…

The VA can

• Answer common questions in a

natural language dialog

• Push relevant web pages to the

shopper

• Give website tours to the

shopper

• Transition the shopper from self-

service to a human expert, with

full context

eGain Confidential

The Digital

Greeter

9

1

It is your brand ambassador…

Brand-align the chatbot.

It can greet thousands of your

website visitors 24x7, all at once.

It works 365 days.

It’s multilingual for your global

customer base.

And communicates via speech

or text.

eGain Confidential

The Digital

Greeter

10

1

And it’s omnipresent

You can implement it across

channels and touchpoints

• Website

• Mobile

• Social network

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2. The Digital Home Depot Associate

Home Depot’s associates are considered experts,

and in Home Depot’s own words, critical to their

“competitive advantage.”

eGain Confidential

The Digital

Associate

12

2

Knowledge + AI = Digital Associate

Case-Based Reasoning

(CBR), an Artificial

Intelligence (AI)

technology that simulates

human intelligence, uses a

step-by-step dialog to drive

self-service conversations.

CBR acts as a digital expert

guiding customers and

contact center agents

through the knowledge base

to the next best steps and

right answers for issue

resolution.

eGain Confidential

The Digital

Associate

13

2

Knowledge + AI = Digital Associate

Use this AI guidance

• On websites to help

customers find and buy

what they need

• In contact centers to help

sales and service agents

find the right answers and

turn them into expert

associates

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3. The Digital Nordstrom Stylists & Pianists

Create digitally the memorable and high-

touch experience that Nordstrom creates with

its personal stylists and pianists.

eGain Confidential

The Digital

Touch

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3

Be personal

Use technology for

personalized communication

• Text chat and video chat

• Cobrowse-aided phone

conversations

• AI guided help

• Contextual content or

coupon offers

eGain Confidential

Success

story

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3

Make happy customers

Global clothing and outerwear

retailer

• Proactive chat offers secure

“helping hands” to as many as

2000 customers a day

• Reactive chat has received an

average 5 star customer rating

from 600,000 visitors

CHAT + OFFERS

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4. The Digital Avon Lady

The Avon ladies sell where the

consumer lives in the physical world.

eGain Confidential

The Digital

Avon Lady

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4

Be social and mobile

The digital “Avon Lady” will sell to consumers where they live in

the digital world, i.e., the web, social networks, smartphones,

and tablets.

eGain Confidential

Success

story

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3

Global fashion and beauty etailer

• 3000 weekly social media posts

• Proactively responds to social

posts with eGain Social™

• Addresses social posts in-

channel, within 10 minutes

• Offers seamless omnichannel

experience across web and

mobile

SOCIAL + OFFERS

Offer omnichannel experiences

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5. The Digital Tupperware Party

Tupperware is known globally for fun parties held in

the homes of “hosts,” where business is conducted

with “guests.”

eGain Confidential

The Digital

Party

21

5

Host the perfect digital party

In the digital world

• Host prospects on online

communities, emails, and social

channels

• When they are ready to buy,

transition to sales

Reads blog posts Buys

online with next-

day shipping

Looks up FAQ

Chats with

associate

Likes the company’s Facebook

page

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Final Word

Achieve your online retail sales goals in 3 steps

1. Adapt the offline innovations from brick-and-mortar retailers

2. Apply them to the digital world by leveraging next-generation

customer engagement technologies like virtual assistants, AI-

reasoning and knowledge, video chat, cobrowsing

3. Create amazing customer experiences and take web sales to a

new level

eGain Confidential

© 2017 eGain Corporation. All rights reserved.

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