FullLoop CX and one of Thailand’s Leading Online Shopping Company
Our client in the online shopping industry is one of Thailand’s leading distribution of products and services through multi-screen marketing. The business operation structure can be divided into 3 main sections; Direct Shopping, Online Shopping, and Retail Shopping.
FullLoop CX and one of Thailand’s Leading Online Shopping Company
Our client in the online shopping industry is one of Thailand’s leading distribution of products and services through multi-screen marketing. The business operation structure can be divided into 3 main sections; Direct Shopping, Online Shopping, and Retail Shopping.
Objective
Customer experience has always been a big issue. Company always does customer satisfaction surveys but that hardly makes any improvement. So the company wants to use FullLoop CX to start taking direct action from all customer feedback instead of just analyzing and learn like they used to.
Solutions
They deployed FullLoop CX and integrated all sales transactions across touchpoints and channels to collect feedback about their products and services. By using FullLoop CX, the brand has its own brand corporate identity’s survey and is able to personalize messages to every customer, thrus customer experience in sharing feedback is better.
With the CloseLoop Feedback module, every customer’s negative experiences from all channels are now directly distributed to relevant parties to do a service recovery.
FullLoop CX also makes customer case handling easier since the platform automatically tracks the performance of each of the customers and will escalate any case that is taking too long compared to the company’s standard SLA.
Different teams are also able to track the performance of their own team and help one another pick up the case when a certain team member is on leave. This helps smoothen service recovery processes and ultimately improve customer experience.
Here’s how a real-time FullLoop CX dashboard looks like.
Conclusion
The results they found after using FullLoop CX were very surprising. The brand noticed that the problem of customer satisfaction were mainly from Delivery touchpoints and about Product Quality of certain product categories. By having the real-time dashboard and negative feedback alerts, the brand is able to recover bad customer feeling and is able to generate repeated sales worth 10.7 million Baht from this group of customers.
Objective
Customer experience has always been a big issue. Company always does customer satisfaction surveys but that hardly makes any improvement. So the company wants to use FullLoop CX to start taking direct action from all customer feedback instead of just analyzing and learn like they used to.
Solutions
They deployed FullLoop CX and integrated all sales transactions across touchpoints and channels to collect feedback about their products and services. By using FullLoop CX, the brand has its own brand corporate identity’s survey and is able to personalize messages to every customer, thrus customer experience in sharing feedback is better. With the CloseLoop Feedback module, every customer’s negative experiences from all channels are now directly distributed to relevant parties to do a service recovery. FullLoop CX also makes customer case handling easier since the platform automatically tracks the performance of each of the customers and will escalate any case that is taking too long compared to the company’s standard SLA.
Different teams are also able to track the performance of their own team and help one another pick up the case when a certain team member is on leave. This helps smoothen service recovery processes and ultimately improve customer experience.
Here’s how a real-time FullLoop CX dashboard looks like.
Conclusion
The results they found after using FullLoop CX were very surprising. The brand noticed that the problem of customer satisfaction were mainly from Delivery touchpoints and about Product Quality of certain product categories. By having the real-time dashboard and negative feedback alerts, the brand is able to recover bad customer feeling and is able to generate repeated sales worth 10.7 million Baht from this group of customers.
Vision Analytics and one of Thailand’s Leading Electronic Retail Outlets
Our client is one of Thailand’s leading Electronic Retail Outlets; selling laptop computers, PC computers, mobile phones, tablets, gadgets, and accessories. Company and its subsidiaries have more than 700 branches in Thailand; operating in retail, service, and online businesses.
Vision Analytics and one of Thailand’s Leading Electronic Retail Outlets
Our client is one of Thailand’s leading Electronic Retail Outlets; selling laptop computers, PC computers, mobile phones, tablets, gadgets, and accessories. Company and its subsidiaries have more than 700 branches in Thailand; operating in retail, service, and online businesses.
Objective
Classic problems for retail business are about traffic and customer engagement. The outlets of the company are in leading shopping mall complexes, however, the sales don’t reflect the high traffic volume of traffic as it should be. In order to tackle the situation, the management team believes that staff attendance could be the answer to increase level of customer engagement and leading to sales. The company targets to have their staff engage with customers that come into the stores within 15 seconds, to actively assist customers to find the right products and services. Moreover, staff attentiveness would result in a delightful shopping experience.
Solutions
We create Uniform Recognition and Staff Attending AI models and run them on Bizcuit Vision Analytics Camera. At any given time, the AI will count how many ‘customers’ (which are distinguished from staff through uniform) are walking into the store. AI also looks at each group of customers and looks for Staff that would come to approach them. AI will then measure how fast the event happened or not happened at all. All analytics data was sent to the dashboard in real-time.
Area of interest
Staff
Customer
Apart from Staff attendance, the company also has the information about traffic in front vs. within the pilot stores. The store managers can monitor the results on a Real-time dashboard and be able to pinpoint and encourage staff attendance within the stores. Here’s how a real-time Vision Analytics dashboard looks like.
นอกเหนือจากการเข้าร่วมของพนักงานแล้ว บริษัทยังมีข้อมูลเกี่ยวกับความหนาแน่นด้านหน้าร้านค้าและภายในร้านค้าที่ทำการทดลอง ผู้จัดการร้านสามารถตรวจสอบผลลัพธ์บนแดชบอร์ดแบบเรียลไทม์และยังสามารถระบุและกระตุ้นการเข้าร่วมของพนักงานภายในร้านค้าได้ นี่คือลักษณะของแดชบอร์ด Vision Analytics แบบเรียลไทม์
Conclusion
Vision Analytics were able to detect and report staff attending customer events at the store level, every day, all the time. Now the company has the consistent matrix to keep up the operation performance and is now ready to push the new standard that will eventually lead to transformation. Customer engagement will be improved and so will the revenue as no customer will be left unattended any more.
Objective
Classic problems for retail business are about traffic and customer engagement. The outlets of the company are in leading shopping mall complexes, however, the sales don’t reflect the high traffic volume of traffic as it should be. In order to tackle the situation, the management team believes that staff attendance could be the answer to increase level of customer engagement and leading to sales.
The company targets to have their staff engage with customers that come into the stores within 15 seconds, to actively assist customers to find the right products and services. Moreover, staff attentiveness would result in a delightful shopping experience.
Solutions
We create Uniform Recognition and Staff Attending AI models and run them on Bizcuit Vision Analytics Camera. At any given time, the AI will count how many ‘customers’ (which are distinguished from staff through uniform) are walking into the store. AI also looks at each group of customers and looks for Staff that would come to approach them. AI will then measure how fast the event happened or not happened at all. All analytics data was sent to the dashboard in real-time.
Staff
Customer
Area of interest
Apart from Staff attendance, the company also has the information about traffic in front vs. within the pilot stores. The store managers can monitor the results on a Real-time dashboard and be able to pinpoint and encourage staff attendance within the stores.
Here’s how a real-time Vision Analytics dashboard looks like.
Conclusion
Vision Analytics were able to detect and report staff attending customer events at the store level, every day, all the time. Now the company has the consistent matrix to keep up the operation performance and is now ready to push the new standard that will eventually lead to transformation. Customer engagement will be improved and so will the revenue as no customer will be left unattended any more.