Challenge
A traditional online retailer specializing in religious and ceremonial items faced two critical business challenges:
- Lost Demand Insights: When customers inquired about items not in the catalog or out of stock, the retailer would redirect them to a Google Form to capture these requests. However, less than 50% of customers completed the form, resulting in significant loss of valuable demand data.
- Search Limitations: Their product catalog suffered from search functionality issues. Many traditional items have multiple synonyms or regional naming variations that weren’t included in product descriptions, causing customers to miss products actually available in inventory.
These issues directly impacted sales performance and customer experience, with the retailer losing potential revenue despite having the requested items in stock.
Solution
The retailer implemented Ephanti’s AI-powered omnichannel customer engagement platform to address these challenges:
Conversational AI Sales Agent
- Deployed across multiple messaging channels including WhatsApp and Apple iMessage
- Eliminated the friction of redirecting customers to external forms .
- Captured product requests and customer data directly within the conversation.
Intelligent Search Capabilities
- Leveraged generative AI to understand product synonyms and regional naming variations.
- Enabled multi-lingual product search capabilities .
- Matched customer inquiries with available products even when exact terminology differed.
Integrated Shopping Experience
- Allowed customers to complete purchases within their preferred messaging platform .
- Eliminated the need to navigate to separate web pages .
- Streamlined the path from inquiry to purchase.
Results
The implementation of Ephanti’s solution delivered measurable business outcomes:
Enhanced Demand Intelligence
- 100% capture rate of customer inquiries for out-of-stock or non-catalog items.
- Complete visibility into unmet customer demand.
- Data-driven inventory planning based on actual customer requests.
Increased Sales Conversion
- Significant reduction in “no results found” searches.
- Higher product discovery rates through intelligent synonym matching.
- Improved conversion from inquiry to purchase through in-channel checkout.
Improved Customer Experience
- Seamless engagement on customers’ preferred messaging platforms.
- Reduced friction in the shopping journey.
- Higher customer satisfaction through responsive, accurate product matching.
Key Takeaway
By implementing Ephanti’s AI-powered customer engagement solution, the retailer successfully transformed disconnected customer interactions into a seamless shopping experience. The platform’s ability to intelligently understand customer needs, match them with available products, and facilitate purchases within the messaging channel resulted in both increased sales performance and enhanced customer satisfaction.
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