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Salesforce B2B Commerce Cloud and Chatbot Integration

Introduction

Industry

IT Systems and Machines

Products

Salesforce Commerce Cloud

Capabilities

Build and Implement

Our client is a leading supplier of electronics in the US, they supplied products such as Mobile phones, laptops, cameras, tablets, and other accessories. Earlier they had multiple stores all over the United States and their main customer base included the organization having bulk orders for IT Systems and accessories. Now to expand their customer base and to reach out to maximum audiences they wanted to create their online presence and provide offers.

Project Challenges

Following are the challenges which they were facing:

  • Product Recommendation: One of the major challenges was suggesting products to the customers based on their requirements. As the client had a huge product database and providing the customers with 100s of products based on the search results was making it difficult for the customers to get the exact product they needed. 
  • Purchase Approval: Another challenge was that the client wanted to apply a limit on the items that a user can buy at a time as a large quantity order would require legal formalities and sometimes discounted pricing from the Sales Department.
  • Pricing Variation: They also wanted their pricing and offers to vary depending on the customer type (guest user, logged-in user).
  • Capturing Clients for various platforms: The client was not able to identify the potential customer from their existing system and it was very difficult to manage the data of all the website visitors on sheets along with their progress, they were losing customers along with the sales because of the lack in management. They wanted to store the data of all the users visiting their site who are interested in purchasing their products. Also, they wanted to keep a record of all the closed deals.
  • Help in Marketing Activities: They were also looking for some help in launching marketing campaigns and help in boosting the application performance through some SEO activities.
  • Improving the inquiry response time:  To offer customers a quick response for their inquiries and reduce the waiting time.

                    Image of Case Study Challenges

Project Challenges


                    Image of Case Study Challenges

Following are the challenges which they were facing:

  • Product Recommendation: One of the major challenges was suggesting products to the customers based on their requirements. As the client had a huge product database and providing the customers with 100s of products based on the search results was making it difficult for the customers to get the exact product they needed. 
  • Purchase Approval: Another challenge was that the client wanted to apply a limit on the items that a user can buy at a time as a large quantity order would require legal formalities and sometimes discounted pricing from the Sales Department.
  • Pricing Variation: They also wanted their pricing and offers to vary depending on the customer type (guest user, logged-in user).
  • Capturing Clients for various platforms: The client was not able to identify the potential customer from their existing system and it was very difficult to manage the data of all the website visitors on sheets along with their progress, they were losing customers along with the sales because of the lack in management. They wanted to store the data of all the users visiting their site who are interested in purchasing their products. Also, they wanted to keep a record of all the closed deals.
  • Help in Marketing Activities: They were also looking for some help in launching marketing campaigns and help in boosting the application performance through some SEO activities.
  • Improving the inquiry response time:  To offer customers a quick response for their inquiries and reduce the waiting time.

                    Image of Case Study Solution

Project Solutions

We implemented the following solution to overcome the above challenges for our client.

  • Guided Selling: We implemented guided selling to provide the customer with the best product recommendation. Once the customer searches for a product they have to answer a set of questions so that the system can capture the exact requirements for the product and based on the answers to the questions, the resultant product list is shown to the customer.
VIEW COMPLETE SOLUTION

Project Solutions

project

We implemented the following solution to overcome the above challenges for our client.

  • Guided Selling: We implemented guided selling to provide the customer with the best product recommendation. Once the customer searches for a product they have to answer a set of questions so that the system can capture the exact requirements for the product and based on the answers to the questions, the resultant product list is shown to the customer.
VIEW COMPLETE SOLUTION

Project Result

Witness the increase in productivity and reduction in time upon successful delivery of the project.

Guided selling helped in improving the customer experience by

40%

Customer retention increased by

60%

With better SEO and price variation, the client base expanded up to

45%

Sales increased by

55%

Client Review

A Perfect Tool

We have implemented multiple storefronts and have seen excellent business results. The implementation was challenging due to complex system requirements on our side but the Cyntexa team was very helpful in helping to implement.

star star star star star

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