About the Customer:
The customer is a globally recognized powerhouse in the consumer goods industry. With a fruitful partnership spanning multiple years, we have been privileged to assist them in turning their digital vision into a reality.
Business Challenges:
After having revolutionized customer-brand engagement in B2C, Conversational commerce is making way for game-changing customer interactions in B2B and B2B2C segments as well . With the rise of messaging platforms, AI-powered chatbots, and virtual assistants, B2B companies are embracing conversational commerce to enhance customer experiences and drive business growth.
Conversational commerce enables brands to offer real-time support and personalized recommendations, address queries and share product information (catalogue, product pricing, availability status), make purchases and transactions, all in real-time – from a single channel!
Realizing the potential of Conversational commerce, our customer wanted to streamline their brand-customer interactions using the latest tools.
Embitel Solution :
Given the deep trust established through our extensive understanding of their business processes, Embitel was the clear and natural choice for our esteemed client as their long-term trusted partner for ecommerce implementation.
Embitel’s proficient team of digital commerce consultants and solution architects organized an ecommerce consulting workshop in collaboration with the customer team.
Through an in-depth analysis of the customer’s needs, the teams jointly determined the development of a Proof of Concept (PoC) for Conversational Commerce, specifically tailored for their B2B and B2B2C business line.
The PoC was developed for their flagship Electronic Local Modern Trade ( eLMT) solution. eLMT is a B2B modelled Progressive Web App on Magento 2 for smooth Salesmen and Retailers interaction.
To enhance real-time transactions and meet the customer’s requirements, a comprehensive roadmap was devised. Some key attributes of the PoC include:
Key Highlights:
- One of its kind: Our one-of-a-kind PoC blends the power of conversation with native social commerce features like cataloguing and FAQ interaction to enable streamlined transactions for B2B segment.
- Multichannel Social Commerce features: For multichannel customer engagement, the PoC was designed to deliver native social commerce features through ‘WhatsApp, Line, Facebook Messenger
- Go Global, Grow Bigger: Build once, deploy everywhere! Expand effortlessly into multiple markets and channels, making your business the talk of the town in no time.
- Insights Unleashed: Brace yourself for data-driven dominance! Our PoC delivers invaluable shopper engagement data, empowering you to make smarter decisions and conquer the competition.
- Meta & Magento Magic: We’ve seamlessly integrated our creation with Meta and Magento Commerce, giving you the power of two juggernauts in one comprehensive solution. Say hello to streamlined operations and boosted profitability!
- Scalability + Savings: The build once, deploy everywhere model also means that your could enable Conversational commerce across new channels thus making way for auto scalability and a lower total cost of ownership.
Additionally, the conversational commerce solution would enable the following transactions between the brand and the customer.- User Verification based on phone number through API client
- Sending Catalogue and Product information as a URL or document requested by customer
- Browsing catalogue, selecting from list listed brands/product categories/offers
- Product selection & checkout
- Order confirmation
The team developed a custom controller to establish smooth and real-time conversational communication between Messenger app APIs and the Magento server.
Embitel Impact:
The implementation of the conversational commerce Proof of Concept (PoC) proved to be a tremendous success for the customer.
The PoC effectively showcased the potential of conversational commerce and demonstrated its value in improving customer interactions and driving business growth. Encouraged by the positive results, the customer is planning to scale up the solution to test additional features and functionalities.
This transition is driven by the high success ratio and the customer’s confidence in the potential of conversational commerce to further enhance their brand-customer transactions.
Tools and Technologies:
Magento Commerce: Powering the customer B2B website
(WhatsApp/Facebook/Line): Messaging Client
Webhook : To establish seamless communication between messaging app and backend
JS based Custom controller: Created to ensure smooth communication between messenger and Magento server
