CASE
STUDY
A RETAIL
COMPANY
IMPROVED
CONVERSION BY
30% USING
OMNICHANNEL -
LIVE CHAT

Signon.ai is an Indian cloud-based software & AI company headquartered in
Bengaluru, India. Founded in 2015 by stalwarts in the IT & Services industry, it provides
Artificial Intelligence, Application Development, Digital Marketing, Analytics and also
sells a complementary suite of enterprise applications focused on Customer
Relationship Management CRM, marketing intelligence, & Membership
management.
About SignOn.ai
A Retail company is a worldwide retail outlet of premium clothing with over
a hundred branches in India. Their focus is on men’s casual and formal
wear. They are looking into expanding their market in Asia for positive
business growth.
About Client
With different segments of customers, it was challenging to understand the
behavioural and transactional profiles.
1. Less chance of customer engagement and lack of visitor insights
2 Increasing traffic on the website but not resulting in real conversion
3 Website abandonment, bounce rate was high
In a nutshell the organization was getting traffic to their website but they failed
to engage the incoming visitors and failed to identify the visitor profiles. Poor
engagement leads to increased bounce rate and website abandonment.
Problem Statement

The ideal solutions is to identify the problems with the targeting strategy and to
understand the visitors profiles & keep them engaged with the platform, for that we
implemented the following
Multi-channel lead nurturing and support for website visitor
Proactive chat and auto-trigger engagement to help customers who have queries
about offers and the product
Detailed analysis of prospective visitors through chat- geographical locations-
page visits etc.
24/7 lead nurturing for supporting out of office hours
Nurturing leads was integrated with Live- chat
Solution
11
22
33
44
55
1 Month
Study
2 Months
Transition
Time to Go Live
2 Months
Deployment
3 Months from
Contract
Configuration And Deployment Timeline

With the new insights, the retail company excelled in over powering the
hindrances caused using the SignOn tool (SignOn Leadz). The following
were the outcomes of the project:
1. There was a 15% increase in online conversions
2. Increase in the engagement of customers demonstrated by the reduction
in bounce rate of 40%
3. Improved time spent on page increased by 30%
Outcomes
A complete member management tool to scale your business to heights.
SignOn AI has a team of expert marketers who understands your prospects,
scaling 24/7 to build your brand and grow your sales. SignOn applies the power
of data along with some very intelligent functions to remodel your lead and
marketing funnel. SignOn Leadz helps you to complete your sales processes,
view the detailed contact and company records, and view communication
history in one place so you can manage leads without the hassle.
A true omnichannel customer service center allows your
customers/visitors to connect seamlessly with the support
system using multiple channels. At the same time the
support system will have immediate access to a holistic
picture of the person they’re about to help.
Omni-Channel, SignOn Leadz’s comprehensive customer
service solution, pushes work to agents in real time, right
from the SignOn Leadz dashboard. Omni-Channel makes it
all happen using objects, which is just a fancy word for
anything that can be routed to your agents. Cases, chats,
leads, and social posts are all examples of objects.
The SignOn Leadz Live Chat integration lets you create
leads and contacts from chats, archives, and the Visitor
section at a good clip. Easily search your contacts directly
from LiveChat as well as save chat transcripts as Cases or
Objects in your SignOn Leadz dashboard.
Tools Used
Feature Used
Signon Leadz
Omnichannel
Live Chat

Data Lake
Contact Management
Lead Nurturing
Automatic Lead Assignment
Campaign ManagementSales Fulfilment
Escalation & Approval
Management
Customer Segmentation
Granular user permissions
Surveys
Reports and Dashboards
Social Media SMS Integration
Live Chat
Webforms
EmailMobile App
Chat Bot
Google Ads
Meeting Scheduling
Notifications & Calendar
Auto Responders
Advanced Lead Scoring
Sales Insight
Email Insights
Telephony - Make, receive, &
record calls - Outbound &
Inbound
Knowledge Management
Omni Channel
Business Intelligence
Pipeline Management
A store for enterprise data
used for tasks like reporting,
analytics & machine learning
Get real-time insights & social data of
customers, connect with them across
channels
Get real-time insights & social data of
customers, connect with them across
channels
Analyze & Nurture quality leads to
conversion. Bridge UTM campaigns and
measure ROI
Assign leads to right sales rep while their
hot and ensure leads don't fall through the
crack
Create campaigns for the right target by
tracking visitors and conversions. Opt-out &
opt- In
Streamline sales process- customize the
app to drive process productivity, and
consistency.
Flexible approvals processes for deal
discounts, expenses, and more
Segment your contacts, improve
engagement & retention with
customized campaigns
Roles, Profiles, Teams- Assign roles,
define permissions, control access to
information
Create templates and
conduct surveys for all
customers
Track team performance, modify charts, in
one screen. Make decisions from anywhere
using mobile reporting
Social media integration to
understand customer profile &
generate leads
Send auto SMSs & Campaign
SMSs to customers, prospects
Chat helps connect with
customers live in the website
and on social media page via
FB Messenger
Helps you capture leads from
your landing pages & website
Email Integration helps funnel
multiple email IDs into a queue &
connect the lead to the email.
Connect your web
application to the LMS
Conversational AI for
smarter selling & servicing
Google Ads Integration
Prepare for customer
meetings while on the go
View all the tasks which are
pending in Notifications &
reminders can be set for tasks
Autoresponders for business-
critical decision junctions
Lead scoring using behavioral
attributes of customers from third
party APIs
Get Insights into Sales
performance
Get Insights into Email
Marketing performance, send,
read, forward details &
remarketing
Collaboration tools designed to share
insights, documents, maps, etc., company-
wide.
Connect Voice, Chat, SMS, Social Media,
Webforms into a single unified platform
Build reports without help from IT
Understand and modify the pipeline
effectively
Other features to look for