Guided Selling for B2B

In B2B, choosing the right product with the right configuration can be challenging. Choosing the wrong product can have huge consequences on the production capabilities of the customer or, in case of bespoke products, in production and logitics costs for the manufacturer. For this reason many purchase processes are still executed offline, which adds to the workload of your Sales force and limits the customer in his terms of engagement.

Zoovu enables you to integrate with your backend systems such as PIM, CRM and ERP, so the data used in the configurator will always be up-to-date and personalized for each customer. Not just pricing, but also the right assortment and correct promotions. This way the digital assistent will be a perfectly natural extension of your webshop giving a consistent message to the customer.

Did you know that your Zoovu digital assistants does not need to be limited to interactions on your own site? You can use and re-use them on all touchpoints. Publish your assistant on Marketplaces like Amazon or on the webshop of your distributors.
And you know what is the best part about it: You will be able to learn from the behavior and feedback of your end-customers, where normally this would be only accessible by your partners.

Compared to a 'normal' customer journey in a webshop there is much to learn from the interactions of your customers with the digital assistant. To give some examples:

• Like a regular sales, you can ask the customer about the context in which they will be using the product.
• You can learn not only about their final choice but also the many smaller decisions that led to this.
• Zoovu can help you understand what is the most effective order to ask the questions.
• You can offer cross sell or upsell recommendations that are related to the preveious input of the customer.
• You can capture all this information and store what is relevant in your own CRM. (Even if the interactions that took place on the website of your distributor or marketplace!)

Frankly, when it comes to complex user interactions we don't believe in first time right. Predicting customer behavior and creating the best possible user experience is an iterative process. The ability to continuously tweak and improve your interaction is what makes a platform like Zoovu valuable and a much better investment than trying to hardcode a single interaction. This process of studying and optimizing your digital interactions will not only improve your sales funnel but will also help you to get to know your customer better.

Therefore, the intuitive 'drag and drop' user inteface of Zoovu that lets you create new experiences with ease is essential. Your online marketeer can optimize existing flows without any involvement of a backend or frontend developer and create additional flows for different customer segments, making the online sales process a seamless experience for every type of customer.

A single interaction flow with a customer could be hardcoded in a system.

The feedback of your customer is valuable. Zoovu lets your customer select the best fitting products by using a conversational interaction flow. During this interaction you can collect information about the customer, just like a regular salesperson might do. Using closed, multiple choice questions, or open questions you can ask the customer all relevant details about their situation.

Did you know that you can use your digital assistant not only in sales and pre-sales, but also after sales?

Using a dialog you can ask the customer about any common challenges he might have in applying your product and suggest known solutions. Or you can follow up on any sale and provide the customer with tips and tricks on getting most value out of his purchase. In case the customer has encountered an issue that is not so easily identifiable you can forward his input to a customer sales employee, so that handy follow up interaction can be done efficiently.

This will lower the threshold for your customer to get customer support at a time and place that is most convenient and will unburden your customer sales department from the need to solve standard issues.

Although we tend to think of digital assistants as virtual sales employees that support the customer in their purchase process, the tool is much more flexible than that. It can be used in all phases of the sales cycle, including lead generation.

Imagine a landing page in an online campaign where the customer is introduced to a new product or service. Here you can use Zoovu to interact with the customer and educate him about details relevant for his use case. You can propose to collect all the information in a nice data sheet and send that as a PDF. This will not only give your customer valuable information but also gives your Sales department contact data and insights in the intents of the customer. This rich data can then be used to follow up in targeted mails, online recommendations or one to one communication. 

Your human sales force can only do so many things. Of course most attention will go to the most valuable customers. Sometimes that means that a deliberate choice is made not to service smaller customers due to the related overhead.

Digital sales channels enable customers to create their own orders, without any interference from sales. This can however lead to problematic orders that need a lot of after care, or lost opportunities by customers with insufficient know-how. To amend this situation a digital assistant can play a crucial role in educating your customers, and guiding them dialog-wise to the best selection of products that is most appropriate to their specific use-case.

The benefits are clear and manifold, including:

• You can unlock a whole segment of smaller customers with minimal involvement of your sales- and customer service employees.
• You can avoid costs and hassle that is related to errors in customer orders.
• You can improve the customer satisfaction of this new customer group as well as your existing customers who will be able to benefit from the same interactions.
   

In the latest edition of Zoovu you are not limited to support your customer in selecting one of your existing products. You can also use Zoovu to assist a customer in configuring a product using many different components that can or cannot be combined based on specified business rules.

With the proper files the completed product can even be displayed as a 3D interactive visual, or visualized as an augmented reality in the context of your chosen background.

You have a PIM. All your product data is managed centrally. Measurements, options, regulatory conditions, everything seems fine. But then you realize that some attributes you would like to use in your digital conversations are missing. Often these are less tangible things like 'style' or some application context like 'applicable for indoor/outdoor use, etc.

In their latest version, Zoovu enables marketeers to enhance the existing product data by a simple drag and drop exercise. Only a limited set of products needs to be categorized, an AI based classification engine will analyze the manual relations and assign the other products to the right category for you.

Also, if your product data is not (yet) cleaned up and there are different terms used for the same attributes or different units of measures, Zoovu can complement your data by leveraging their rich ontology. This will enable your end users to search on the terms they are most familiar with and get relevant results.