Sales-n-Stats Use Cases

Adding a personal touch to your online business

1. Building customer relationships

Sales-n-Stats enables you to identify the visitors coming to your site as being either new or already existing customers and to choose the appropriate style of communication accordingly. Knowing, who your customers are, allows you to provide personalized services to each of them. For example, the fact that a visitor is your existing customer is clearly indicated on his Visitors badge. The badge shows the visitors name (it is known to the system as the visitor himself provided it along with his other personal information during the previous purchase). It means you can at least welcome this visitor by the name - which he does not even expect in the faceless, anonymous, highly automated Internet environment. If you then take a minute to analyze the visitors profile, you will find more useful data stored there: the history of the customers purchases, visits chronology, communication transcripts, contact information etc. The information obtained from the visitors profile can be a good basis for consistent communication: you find out the area of interests of this person, his personal preferences and communication style. Pretty soon you get to know as much about this customer as if he were living around the corner and were regularly dropping by to buy something or just to say Hello! Tactfully exercising personalized approach to your customers breeds customer satisfaction and loyalty to your business.

2. Finding out your visitors actual needs

You can find out pretty much about your visitors areas of interest even without asking them any questions. When a visitor comes to your website from a search engine (e.g. Google or Yahoo), Sales-n-Stats indicates that on his Visitors Badge and shows you the search phrase that brought the visitor to your site. Knowing what the visitor is looking for, you can contact him and help him make the right choice. For example, the visitor is searching for golf clubs for beginners. Based on this search phrase you can assume that the customer is looking for an inexpensive set of golf clubs for leisure play and offer an appropriate product.
You may find it a good idea to set up Sales-n-Stats to monitor the search forms at you site. The results of site search can be used in the same manner.

3. Working out the right style of communication with your visitors

You must be aware that not all of the visitors browsing your site may be willing to talk with your staff. Some of them may be just not in the mood for talking, others may believe those sales sharks are only trying to shove things down their throat to rip them off. So, try not to be importunate. When a sales manager imposes unwanted help, it is the shortest way to drive a prospective customer off the site. Sales-n-Stats helps you to deal with this problem by providing a way to find out the customers disposition. The customers declining an invitation for chat are marked by a special sign indicating they do not want to be bothered again during this visit. If not sure whether to contact a visitor or not, you can refer to the history of previous communication with him to get a better idea of whether your help will be appreciated. Ability to provide tactful assistance may become a quality that will help your business to stand out in a crowded market.

4. Saving your customers time

A visitor in need of a particular product or service often does not have the time to look for it among the other things on your site or does not have enough motivation to search through loads of information just to find an answer to a simple question. Sales-n-Stats live communication tools can be a solution for such a visitor. All he needs to do is to request assistance from a live consultant via the sites chat facilities. Using a text or a voice chat, the consultant will be able to answer the visitors request without letting the visitor to wait too long. Even if the desired product is not listed in the catalog, the consultant can often advise a similar product or a product that is even better than the one the visitor has originally requested. If despite the consultants effort a substitute for the required product or service is not found, the customer will be satisfied with the experience all the same and probably next time he needs something your site will be one of his first considerations.

5. Letting the customers know you are on their side

Sales-n-Stats provides powerful ways to facilitate upselling. Suppose, a visitor browses you store, puts a product into his shopping cart and heads to checkout. The system detects this action and notifies the sales manager online. The manager contacts the visitor via text or voice chat and offers his assistance. In the course of the discussion the manager can figure out what the product being purchased is going to be used for and what other products could complement the purchase. Normally, an efficient sales manager knows the produce sold at his store well enough to offer the customer some additional goods or accessories that can help to make the original product even more useful. This can turn out to be the real key to success for your store: when upselling is done, additional revenues are earned by the store and the visitor gets everything he needs to achieve his specific aims. Letting the customers know you are on their side cannot but promote future success of your store.

6. Providing focused support to customers placing big orders

If the system indicates there are some expensive products in a visitors cart, the visitor is probably worth paying additional attention to as a potential source of a big order. Placing items into the cart does not necessarily mean the visitor is going to purchase them immediately, but it clearly indicates an interest in this particular item. It may be good practice to proactively contact this client and offer your assistance through live communication. The customer making a big purchase is likely to welcome additional attention from the sales crew, so both the sides will benefit from the negotiation. Even if the visitor is not ready for the purchase and abandons the cart with some products left in it, there is a good chance he will return to this site when he is ready to make the order. You have the ability to mark this visitor with a special sign (Marker) not to miss him when he returns to your site.

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