The rise of Live Commerce and the evolution of online CX impacting traditional retail

RESEARCH PAPER

This Reseach Paper is dedicated to

Whisbi's Live Engagement Platform helps brands maximize website value and convert more web visitors into customers by engaging & guiding them at every step of the customer journey. Our platform combines, live video, chat, voice, web/content sharing, and chatbot. We are transforming Digital Sales & Marketing through differentiating online customer experiences that improve Live Engagement and increase sales conversion.

Whisbi provides a conversational sales & marketing platform for B2C enterprises. It enables modern marketing and sales teams to deliver multichannel experiences that support & complement existing digital commerce systems. Whisbi combines all contact channels like video-call, chat, chatbot, click-to-call or a traditional phone call into one centralized data-driven UI for your customers.

About Whisbi

About the Speakers

The main objective of this webinar organized by Red Points is to describe actionable tactics that businesses of all sizes, including small and medium ones, can use when scaling their brands from local markets to a worldwide audience.

The tips will be mainly drawn from Karen Post’s professional experience, who has been working for more than 30 year in Branding and Communications with organizations that range from start-ups to Fortune 500 companies such as ACNielsen, Pepsi and Procter & Gamble.

The webinar will also count with the participation of Toni Pérez, VP of Marketing and Product at Red Points, who will be talking about the most common risks in brand management from the Intellectual Property Rights perspective.

Here are some of the topics that will be covered:

Building and communicating your brand, with real examples.
Differences and similarities between local and global branding.
Promoting your reputation among opinion makers.
How to protect your business against brand abuse.

Key Case Study takeaways

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July 11th, 9:00 AM PST. 12 PM EST

FEATURED SPEAKER
Maysa Razav, Head of Anti Counterfeit for INTA

Who's this for?

Brands need to meet customers on their preferred channel. However, the Telecom industry has struggled to become customer-centric and fully digitalized. We surveyed 300 US customers of brands like Verizon, AT&T, T-mobile & Sprint to find out their online shopping habits and which brands offer best-in-class online customer experience. Here are some key takeaways from the research:

This research is dedicated to Direct and Digital Sales, Innovation & Marketing Directors within the Retail industry, looking to understand customer purchase behaviors and attitudes online when wanting to buy a product/offer directly from brands’ digital channels within the changing times for the retail industry.

About Whisbi

Get the only relevant resource that explains how Live Commerce solutions fits into the way customers want to buy online.

How this UK Telco brand interacts with their customers digitally

How they created a seamless omnichannel experience

How this brand implemented Whisbi Engage

How customers were able to make confident purchases by asking questions in real-time

How this brand achieved a 5x higher conversion rate

This Reseach Paper is dedicated to

The main objective of this webinar organized by Red Points is to describe actionable tactics that businesses of all sizes, including small and medium ones, can use when scaling their brands from local markets to a worldwide audience.

The tips will be mainly drawn from Karen Post’s professional experience, who has been working for more than 30 year in Branding and Communications with organizations that range from start-ups to Fortune 500 companies such as ACNielsen, Pepsi and Procter & Gamble.

The webinar will also count with the participation of Toni Pérez, VP of Marketing and Product at Red Points, who will be talking about the most common risks in brand management from the Intellectual Property Rights perspective.

Here are some of the topics that will be covered:

Building and communicating your brand, with real examples.
Differences and similarities between local and global branding.
Promoting your reputation among opinion makers.
How to protect your business against brand abuse.

Key Research takeaways

Brands need to meet customers on their preferred channel. However, the Telecom industry has struggled to become customer-centric and fully digitalized. We surveyed 300 US customers of brands like Verizon, AT&T, T-mobile & Sprint to find out their online shopping habits and which brands offer best-in-class online customer experience. Here are some key takeaways from the research:

77% of respondents would consider alternative retailers if their online buying experience was not up to their expectations

49% of consumers would find the online buying process more enjoyable if they didn’t have to visit a retail store & could speak with a brand expert in real-time online

92% of respondents would switch to another brand if Live Video Shopping or live chat channels were available to resolve queries in real-time

The main objective of this webinar organized by Red Points is to describe actionable tactics that businesses of all sizes, including small and medium ones, can use when scaling their brands from local markets to a worldwide audience.

The tips will be mainly drawn from Karen Post’s professional experience, who has been working for more than 30 year in Branding and Communications with organizations that range from start-ups to Fortune 500 companies such as ACNielsen, Pepsi and Procter & Gamble.

The webinar will also count with the participation of Toni Pérez, VP of Marketing and Product at Red Points, who will be talking about the most common risks in brand management from the Intellectual Property Rights perspective.

Here are some of the topics that will be covered:

Building and communicating your brand, with real examples.
Differences and similarities between local and global branding.
Promoting your reputation among opinion makers.
How to protect your business against brand abuse.

Customers demand real-time assistance when shopping online

Brands need to meet customers on their preferred channel. However, the Telecom industry has struggled to become customer-centric and fully digitalized. We surveyed 300 US customers of brands like Verizon, AT&T, T-mobile & Sprint to find out their online shopping habits and which brands offer best-in-class online customer experience. Here are some key takeaways from the research:

83% of respondents strongly agree with the fact that their customer experience expectations are higher today than they were a year ago

77% of consumers say that if there was an option for online real-time assistance during their buying journey, they would be more likely to complete it
85% of consumers say that convenience and personal advice from a sales person is removing uncertainty and helps them buy products online

Inside this report you can discover insights that will help you have a better understanding of what customers are expecting when shopping online and how you can create the best customer experience possible with Live Commerce solutions. Here are some key takeaways from the research: