Challenges
- To Build a Digital First Sales Platform for all Samsung products
- E Promoter program (eStore on Samsung.co.in) is a global strategy and Samsung India is the first subsidiary to implement and launch this program
- The objective of the program is to enable customers to connect with Samsung through a digital CHAT channel to enhance customer purchase journey and improve sales conversion in the online space
Solutions
- Current channel comprises of live chat. Future plans include video chat (virtual showroom), Screen Sharing & Co-browse, Email, Social etc.
- Integration with Samsung own eStore and then taking it to other Top Market Players like Flipkart and Amazon (SIS chat option)
Results
- Within 4 months, Samsung achieved the “Highest Sales through a Single Channel” award from the chat platform across ALL Samsung Sales Channels.
- Within 6 months, Samsung achieved a chat to sales conversion of 12% against an industry average of 0.02%
- Within 8 months, Samsung eStore project was recognised as the best executed Digital project in Asia and a prototype to replicate the same in other countries is on the way.
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