Tips, Tricks and Case Studies on Customer Engagement in Online Retail and E-Commerce

1. for E-Commerce and online retail

2. What can customer engagement do for your brand?
• Building brand awareness and recall
• Drive up online sales (Likes are not sales)
• Promote different products
• Reach out to wider audience with monitoring
• Deliver better customer experience
• Build long lasting customer relationship

3. Domain / Challenges
• India: online retail
industry expected to
reach ≈ $1.5bn by 2015
• Global internet retail
sales reached more than
$1 trillion
• Online retail can be
either B2C or B2B
• Management of customer
complaints & feedback
• Lifetime value of the
customer is of
significance to the
retailer.
• Product awareness has to
be kept high to enable
sales

4. Let’s look at an example
French sporting goods
chain store, with stores
located throughout the
world. Large part of their
business is now online.

5. Decathlon – Customer Engagement/Service
Decathlon provides instant
responses on Twitter to
customer queries and
feedback.

6. Decathlon – theme based offers
Uses themes likes important days &
events to drive effective social media
campaigns

7. Decathlon – Providing useful information
Social media updates contain great
content which people subscribe to, like
and share with their friends

8. Decathlon – Providing videos for better engagement

9. Another example
Landmark, a TATA Enterprise,
is India’s largest book and
music retailer. Building a
significant online presence.

10. Landmark – Twitter customer service
Provides instant responses
and uses Twitter almost as
effectively as a Phone support

11. Landmark – Incentivizing participation
Runs contests and uses stars
to promote their brand,
thereby providing incentives
for participation.

12. Landmark – Customer Engagement
Effectively manages feedback and
enquiries on their social channels
and has meaningful conversations
with their customers.

13. Landmark – Organizing an event
Organizes events at their offline
stores but promotes them via
social networks and email thereby
increasing participation and
growing their community.

14. Landmark - YouTube
Understands the importance of
videos and uses them effectively to
drive marketing and branding
campaigns.

15. What can you do?
Customer’s first choice for
online retail.

16. 4 Step solution
• Real-time engagement with customers on all
web channels
• Automate responses to frequently asked
questions or common feedback
• Analyse customer reactions/comments on
different products
• Get aggressive on email marketing and online
campaigns to drive traffic

17. How can we help
Real time customer engagement. Automated!

18. Why muHive?
• Real-time customer engagement across social
and email
• Single dashboard view for all data
• Flexible and robust to be used for
branding/marketing, sales, support, feedback
management

19. muHive Automation
Scale to hundreds of conversations. Build in minutes.

20. Teams, roles & moderation
capabilities
Powerful automation
To create enterprise grade
workflows
Real time analytics tailored to your
business goals.
Integration with 3rd party services
like basecamp, zendesk, salesforce
Built for the enterprise

21. thank you
Write to sales@muhive.com for more
information or check out our website
www.muhive.com

22. References
• Slide 5 - https://twitter.com/IainJUK/status/350362219428577280
• Slide 6 -
https://www.facebook.com/photo.php?fbid=484853328238842&set=a.13533461985738
3.24331.133938826663629&type=1&theater
• Slide 8 - https://www.facebook.com/decathlonindia
• Slide 7 -
https://www.facebook.com/photo.php?fbid=484096978314477&set=a.13533461985738
3.24331.133938826663629&type=1&theater
• Slide 10https://twitter.com/adityakandala/status/345517482649464833
• slide 11 -
https://www.facebook.com/media/set/?set=a.10151682796123606.1073741876.338929
448605&type=1
• Slide 13 - https://www.facebook.com/landmarkstores
• Slide 14 - https://www.facebook.com/events/201990313287088/