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http://www.slideshare.net/leoting/crm-best-practices-for-luxury-retail-v10-final

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1. Livechat Demo (DONE) - change one piece of clothes

2. Dashboard (SPA) / CRM -same piece of clothes for customer tracking

3. Virtual Fitting / Recommendation - Shun's fitting procedure

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1. Tracking funnels (Conversions / dropouts)

2. Conversions (How many are converted and popular products)

- track impressions

3. Popular category & items

4. Traffic referral e.g. where it came from; site referral ID

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a. Create amazing customer experience through CRM

b. Improve customer support through automated livechat

c. Reduce returns & drive sales through recommendations & virtual fitting system

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1. Get insights about customer questions & clarity

on inquiries that requires your attention via email or

dashboard

2. Instant response on chat, beautiful UI for better CX

3. Personalized email; like how a stylist would talk to you

4. Customer Tracking Analytics -> User behavior -> meaningful feedback

5. Post-purchase feedback - get feedback on product after purchase

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1. Support Channels (Response Time)

- Phone, Twitter, Email, LiveChat Widget

2. Lots of bugs; how do we create a good experience despite bugs

- Ability to switch to a contact us form when the widget is experiencing problem

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Customer Experience for Vendors (Stewart & Nino)

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Customer Experience for Vendors (Stewart & Nino)

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1. Frictionless experience to get started

- No configurations needed, no servers needed

- Just sent the documents and we will get it sorted out

2. Single Page Application (SPA)

- Dashboard, overview high level picture of stuff

3. Best friend for vendors; get it all done there. Delightful tool for payment and other stuff

4. Ability to know more about my customers

- A/B/C/D Test results

- Date/Time of responses and trends

5. When are we seeing future features?

- Product roadmap

6. What are we going to get if we are early adopters?

- bonus ? discounts?

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1. Dashboard - Easy followup for clients to lookup customer conversation and followup

2. LiveChat - Ability to autopilot after BETA, delivering precision and speed in response

3. Sizing & Recommendations - Optional

- Virtual Fitting process

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Customer Experience  for Customers Summary (Stewart & Nino)

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Customer Experience  for Customers Summary (Stewart & Nino)

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1. Responsiveness , attention to customer

- Less lead-time for reply through livechat

- Always available to help, 24/7. Not having to wait till dawn / weekdays

2. Ease to get customer support; inserting the widget anywhere you would like

3. Great follow-up experience for both customer & vendor

- Recommending the right product everytime

4. Delivering the right response for every customer inquiry

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Nino : Responsive

Nino : Helpful / Qualified

Nino : No Annoying Questions e.g. not trying to sell you stuff

Nino : Ease to get to customer support; less friction in customer support

Nino : When being redirected to an other person i don't want to explain

my problem a second time

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Stewart : Responsiveness & Relevance of reply e.g. showing knowledge of what I am asking

Stewart : Willing to go an extra mile to please e.g. Asking me about my personal preferences (Optional)

Stewart : Polite and customer-first e.g. being patient with me

Stewart : Being able to know that I will be able to return goods without trouble

Stewart : Knowing that my items will be delivered on time as promised.

Stewart :

Stewart : Knowing that you are always available when I need help

Stewart : Understands my preferences and recommends the right stuff

Stewart : Not explaining it again to another guy once I am disconnected (follow-up)

- Keeping the promise of the online sales agent

Stewart : Recommending me wrong product is annoying even after explaining what I need