CSPlatforms personalisation studio enriches customer profile data through conversation
Did you know the human attention span is shorter than a goldfish’s?
Goldfish = 9 seconds
Humans= 6-8 seconds
Your website has a lot of work to do in a short amount of time.
Customers decide very quickly—in a matter of seconds—whether they like your marketing message. Provide something relevant and you’ve got a
satisfied customer. Miss the mark, however, and they’re gone.
Personalization—the tailoring of messages or offers to individuals based on their actual behaviour—promises to address this issue.
91% of consumers prefer to shop with brands that give them personalised recommendations.
– Personalisation
Pulse Check | Accenture
Personalization gets the user’s attention and surfaces the right message at the right moment. Presenting a lead with a recommendation or offer they are more likely to prefer increases conversion rates.
CSPlatforms unified customer profile ingests real-time customer conversation data, transactional data, and customer account data points and make it available for use immediately. This connects and unifies event data from multiple touchpoints, devices, and channels into a single customer view.
The profile unification studio enhances your existing profile data by adding data points collected by all channels including the CSPlatforms chat interface
Personas and Segments
Personas
CSPlatforms uses personas to get a deeper understanding of the wants, needs, and motivations of various types of users.
The creation of personas is necessary in order to build user flows that reflect the overall user experience for specific types of people.
Some data points used to develop personas include:
- Behavioral history
- Sentiment analysis
- User journey touch points
Well defined personas can cut across segments which makes marketing to personas much more efficient.
Segments
CSPlatforms advanced segmentation based on all data types collected from across channels including user conversion responses, real-time behaviours, preferences, events, transactions, demographics, location, and multiple dimensions of user attributes.
CSPlatforms dynamically matches customer profiles with predetermined and algorithmic micro segments. Segments can be used to target communications across all channels.
Creating customer segments can be an extremely complex process requiring extensive quantitative research. The data collected is analyzed and filtered into groups that are representative of certain user classifications.
Some data points used for segmentation include:
- Demographics
- Funnel status
- Purchase behaviors and buying patterns
- Preferences
- Search terms
Trace and Signals
CSPlatforms Trace determines the next-best-action at the individual user-level based on real time signal data in the customer profile.
A trace is information that is passed actively or passively from users. Users create traces at every touch point of the customer journey. They may search for things, view items, click on call to actions etc.. Each of those activities creates a trail in CSPlatforms Trace.
Trace or Signals are not new to marketeers. for example SEM relies on trace signals for search terms. Viewing the Omnichannel marketing capabilities, which on their own can be overwhelming.
CSPlatforms helps clients monitor and act on Trace Signals. These Trace signals are broadly in three categories:
- Behavioral history: Mining Trace signals provide a rich source of action based signals. Simply put a set of trace actions can trigger a signal.
- Time and event based: Scheduled events such as subscription renewal dates or seasonal offers can trigger Trace signals.
- Predictive models: CSPlatforms can train ML models to proactively provide signals to surface the “next best” message or action for a given user profile.
Lead Nurturing Automation
With automated lead nurturing, CSPlatforms can reach potential leads at the right moment with the right message.
Provides a visual interface for business users to design and deploy adaptive customer journeys that execute across multiple delivery channels simultaneously.
Start the conversation in a chat bot, receive a follow up email and complete an application on a web form all in the same journey flow.
CSPlatforms automates marketing actions or tasks, streamlines marketing workflows, and measures the outcomes of marketing campaigns. As well as providing a central database for all marketing information and interactions, helping marketers create segmented, personalized, and timely marketing experiences for customers or prospects. The platform provides automation features across multiple aspects of marketing including email, social media, lead generation, chat and more.
A key component of CSPlatforms automation tools is the provision of analytics features to determine the success of an entire campaign across segments and channels. These features measure the impact of campaigns on marketing team KPIs and campaign ROI, as well as the impact of campaigns on company revenue.
CSPlatforms provides a simple set of APIs to integrate with CRM/ERP software, CMS tools, CCM tools
CSPlatforms offers the following marketing automation features:
- Multi-channel automation : web, email, chat, and SMS
- Advanced email marketing capabilities including A/B testing, spam filter testing, scheduling, segmentation, and detailed performance reporting
- Provides a central database for marketing information and interactions
- Enables dynamic segmentation of marketing campaign targets
- Contact targets across multiple channels after specific actions, triggers, or periods of time
- Perform lead management to include lead nurturing and lead scoring
- Generates forms and landing pages to collect prospect information
- Provide analytics and reports that track the entire lifecycle of a campaign, including ties to revenue and/or campaign RO
WhitePaper ROI
Business case for conversation commerce automation. Scaling personalised sales conversations affects the bottom line.
Switch to CSPlatforms
Our sales automation can be implemented in less than 24 hrs. Out of the box turn key solutions.