Segmentation allows you to divide your customer base into distinct groups based on shared characteristics. By tailoring your approach to each segment, you can increase sales, improve customer satisfaction, and enhance overall business performance.
We propose a dynamic approach to customer engagement that leverages data and technology. By creating personalized experiences based on customer profiles, you can optimize your sales efforts and drive better results.
Optimize Sales Targeting and Segmentation
- 500+ engagements and 748 entry points (section based)
- Numerous pages, scenarios, and flows requiring different theme engagements
- Each engagement includes:
- Different skill
- Priority
- Button text
- Welcome message
- Queue prioritization requirements with 5 different priorities
- Leverage source skill to manage priority
- Detailed reporting capabilities in Analytics Builder
- Adopt a dynamic approach to present proactive engagement buttons based on third-party systems
- Utilize tools such as Adobe Analytics and Adobe Target
Create a more intelligent dynamic solution that can optimize existing setup. Leverage following new LP functionality :
Next Best Conversation-
- Integration between Adobe Target/Adobe Analytics and LP.
- Allows to create rules to modify LP engagement button text + Messaging Window Welcome message. The text adjustment will happen based on returned response tokens from Adobe Target/Adobe Analytics.
- Rules need to be created in advance in LP Platform
- Smart Engagement Controller: Allows to show/hide engagement button based on skill availability/queue size/wait time of human skill.
Action items:
- Provide reporting for the delta between the estimated and realistic wait time
- Bulk action tool demo + cost
Queue Prioritization Configuration-
Allowing the brand to take advantage of LP Queue Prioritization.
Conversation Builder
Routing bot, based on the contextual information (from the page via SDEs or via API calls) implements routing decisions, taken from Conversation Orchestration.
Conversation Orchestrator
Allows to define routing rules based on the contextual information.
Fallback skill configuration
Allows to define the fallback skill in case if there is no agent online/all agents are in away state. Will be used to queue prioritization.
- Leverage Adobe Target to manage the following:
- Manage targeting rules and return Adobe Target response tokens to the engagement platform
- Customize engagement text and welcome messages based on response tokens
- Track users on sales pages to identify consumer behavior
- Create as many engagements as there are human skills
- Each engagement should lead to a dedicated bot skill
- All bot skills are handled by a single bot
- Associate each engagement with ‘Next Best Conversation’ rules for welcome message and button text customization
- Set up each engagement with Smart Engagement Controller to control showing/hiding based on agent availability
- Provide the needed priority to the engagement platform (using structured data elements on the page or API calls)
- Option 2 - Architecture diagram:
We need to be able to look at each and every engagement and know the :
- Targeted/Exposures/Impressions - LP Analytics Builder supports engagement exposures
Number of times a specific engagement was offered to a session.
Distinct at the Engagement level - if the engagement was displayed multiple times within one session, it will be counted as one exposure. - Clicks - LP Analytics Builder supports reporting engagements clicks (online offers accepted, accepted
- Interactive Conversations - AB supports reporting on interactive conversations
- Sales/Conversions - AB supports in session and cross-session conversation rate)
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