For the second year running, our President and Co-founder, Dan Herman, was invited to speak on the expert panel at Shoptalk. Here is our summary of the discussion points with fellow innovators from Narvar, StellaService, and Gladly. Read on the find out how retailers are streamlining the post-purchase process and using technology to delight customers, after they've placed an order.
We're excited to officially announce the appointment of Ken Naumann as our new CEO, taking over from founder Dan Herman, who has moved into the role of President.
We mined our client's chat transcripts to find the most common questions shoppers ask when considering what to purchase from mass-merchant retailers.
Shoptalk 2017 is fast approaching! What’s different this year? Here's a quick recap on what you may have missed last year, as well as things to look out for at Shoptalk 2017!
What is the difference between showrooming and webrooming? More importantly, how do they impact the way consumers purchase?
There are always opportunities to buy, and every purchase journey is unique, which is why today's brands need to engage at every step. During this short video, marketing expert Selina Wragg talks us through how shoppers exhibit different motivations and engagement with channels, devices, and touchpoints.
With 2016 now firmly behind us, we look back at the biggest stories of the year and how they will impact us (and you) in 2017, including our prediction for the next big trend to watch out for!
Mobile is the number one resource consumers use when looking up information - how does that affect how much they buy?
Shoppers consult over ten sources when researching online to make a purchase. How can you make this time consuming and frustrating process simple and efficient for them?
A recently published article by Deloitte in the Wall Street Journal discusses the new buyer-seller relationship, and how some of the positives of traditional commerce have been lost in translation with the rise of digital.
A panel of retail leaders from Jet, Warby Parker and eBay talk about the transformation of retail, the gorilla Amazon, and what to look for in the coming years.
Discover seven tried and tested approaches to exceeding customer expectations while they shop.
Why use KPIs when you can use KVIs? Welcome's Head of Data Intelligence Matt Mayes gives us the low-down on the latest way to measure and optimize.
What are some easy ways to improve conversations and boost conversion? Welcome's consumer experience team broke down two conversations to show how it's done.
Brands that inspire a higher emotional intensity receive 3x as much word-of-mouth as less emotionally connected brands. To successfully upsell customers, it’s important to create an emotional connection with the shopper.
Half of consumers who shop in-store are more likely to shop at certain retailers based on the technology used to assist them. See some of the most creative ways brands are engaging consumers in-store with technology.
The bombardment of new technologies, platforms and methods to shop has transformed shopping into a chaotic battlefield, with companies competing to see who can create the best experience for shoppers. So what are some ways to not only meet, but exceed, customer expectations?
Reducing returns is a top priority for retailers and brands, but these 10 numbers will make you rethink your return strategy.
Thanks to NLP, ecommerce is more accessible and more real than ever before. We dive into how it's transformed online shopping for both shoppers and companies.
Customer service is a priority, but how well are businesses actually doing? We summarize the findings from Eptica's latest study.
Welcome advisor Deena Ghazarian gives a recap of the Shoptalk conference, discussing the relevance of retail trends happening in the industry today. This article was originally published in the July 2016 issue of Dealerscope Magazine.
Natural language processing has taken over fifty years for it to become as important as it is today. Our Data Science Intern Dennis provided a full history of NLP and its changing impact on the world.
The latest and greatest thing in data science, Natural Language Processing, is all the rage. But what does it actually do, and why is it so important? One of Welcome’s data scientists Ben Nichols breaks it down.
It's that time of year and right on track, Mary Meeker has unveiled her 2016 Internet Trends Report. We scrolled past the doom and gloom of the economy section and focused on the changing landscape for retailers, brands, consumers, messaging and advertising.
If you think of Google as organizing the world's information, think of Welcome™ as organizing the world's expertise -- and enabling retailers and brands to make it accessible to consumers anywhere.
With cart abandonment at an all time high, 78% for desktop and 88% for mobile, brands and retailers are seeking a path to higher conversion rates and better customer service. The key rests with providing shoppers with the right expertise as they buy and harnessing data and intelligence to optimize their buying experience. Learn more at welcomecommerce.com.
Given that communications is one of the largest portions of enterprise IT budgets, we see a bright future for even more startups building on the macro trend of making enterprise communications more accessible and productive. One thing is for sure — this once-unsexy sector suddenly has lots to get excited about. - See more at: https://www.bvp.com/blog/suddenly-exciting-future-enterprise-communications#sthash.jrsqKeNm.dpuf
95% of millennials say they want brands to court them. Over half say that text messages have an influence on their shopping behavior - Accenture 2015
No one likes waiting. Whether it’s for deli meat, the daily commute or a dentist appointment, the queue has a cost.
Online chat usage has risen in the past three years — from 38% in 2009 to 43% in 2012 to 58% in 2014. Not only can brands connect with consumers in real-time, they can discover unique insights about buying behavior to more accurately and effectively assist.
Every interaction with a consumer is an opportunity to give them the kind of empathetic, personalized treatment that creates real relationships, not just one-time purchases. Memorable interactions are why customers will tell their friends about your brand, and not your competitors. People often don’t remember exactly what was said, but they remember how they felt.