Personalized Call Center - ChoiceStream

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					                                                                                                  Personalized Call Center
                                                                                                  ChoiceStream RealRelevance Retail Suite

                                                                                                  Every time a shopper calls or ‘live chats’ with a customer service rep, you have a tremendous
                                                                                                  opportunity to connect with that shopper. Make his shopping experience easier by showing him you
                                                                                                  understand his needs and preferences, and you have a loyal customer for life. The ChoiceStream
                                                                                                  Personalized Call Center can help you build that uniquely personal customer experience.

                                                                                                  ChoiceStream Personalized Call Center leverages the one-to-one merchandising and
                                                                                                  marketing power of ChoiceStream Personalized Store to offer relevant product and
                                                                                                  promotion recommendations based on each shopper’s individual needs and preferences.
                                                                                                  With ChoiceStream, your CSRs will deliver personalized cross-sell, next-sell, and out-of-stock
                                                                                                  suggestions that really resonate with shoppers. And, by using a single personalization engine
                                                                                                  across all consumer touch points (e.g., brick and mortar stores, Web site and call centers)
ChoiceStream Clients:                                                                             you’ll deliver a consistent personalized experience that ties together your multi-channel
                                                                                                  marketing efforts and builds even greater shopper loyalty.

                                                                                                  Today’s shoppers expect much more than one-size-fits-all merchandising and marketing. Show
                                                                                                  your customers you understand that, and make every interaction personal with ChoiceStream.

Drive Sales and Consumer Loyalty with CSRs Who Cater to Each Shopper’s Needs and Interests
                                Operator Script:
                                                                                                                                                                                                                                           Increase loyalty with relevant
                                1. Hello Jason and thank you for calling today.
                                                                                                                                                                                                                                           recommendations based on shoppers’
                                2. May I have an item number or description for the Product?
                                                                                                                                                                                                                                           online and offline activity history.
                                3. I’m sorry. That item is out of stock at this time. May I recommend ...

                                 Search:     Keyword or Item #                                Search                 Similar Products:
                                                                     Product Details:                                                                                                                                                      Boost conversions with on-target
                                                                     3rd Generation
                                                                     White iPod                                                                                                                                                            ‘out-of-stock’ recommendations.
                                                                     Item #: 99999-7
                                                                                                                      Apple Black iPod classic            Apple Silver iPod Nano        Apple iPod touch
                                                                     Today’s Price: $134.99                                    80GB                                8GB                       16GB
                                                                     Availability: Out of Stock                          Our Price: $299.99                 Our Price: $249.99          Our Price: $399.99
                                                                                                                            Add to Cart                        Add to Cart                 Add to Cart                                     Drive sales of ‘new arrivals’ by
                                                                                                                                                                                                                                           accurately recommending products
                                ORDER ENTRY                                                                                                                                                                                                with no transaction history.
                                Phone #:                     Customer ID:              Billing Address:                                   Shiping Address:                         Order Summary:
                                  (555) 555 1212                 9999999-9                Jason Jones                                       Jason Jones                                Subtotal: $            0.00
 “Can I also interest you Order #:                           Customer Name:               555 Main Street                                   555 Main Street                           Shipping: $             0.00
                                  9999999                        Jason Jones              Boston, MA 01821                                  Boston, MA 01821                               Tax: $             0.00
  Search:   Keyword or Item #                                          Cross-sell Products: Address
                                                           Search Customer Info
                                                             More                      Update                                             Update Address                                  Total: $            0.00                         Increase order size with
                                      Product Details:
                                      Apple Black                                                                                                                        Cancel Order          Finalize Order                              personalized cross-sell and
                                      Video iPod
                                                                                                                                                                                                                                           up-sell recommendations.
                                      Item #: 99999-7
                                                                         BOSE SOUNDDOCK       ISKIN EVO3 CASE FOR 80GB            BOSE AROUND-EAR
                                      Today’s Price: $299.99           DIGITAL MUSIC SYSTEM       IPOD (SONIC BLUE)              HEADPHONES (SILVER)
                                      Availability: In Stock             Our Price: $299.95       Our Price: $35.95                Our Price: $139.95
                                                                            Add to Cart                Add to Cart                  Add to to
                                                                                                                                  “Just Cart let you know, we have a special on the following...”
                                                                                                                                     Search:            Keyword or Item #                                            Search   Next-sell Products:
                                                                                                                                                                                      Product Details:
                                                                                                                                                                                      Apple Black

                      Increase next-sells and build repeat                                                                                                                            Video iPod

                          business with targeted promotions                                                                                                                           Item #: 99999-7
                                                                                                                                                                                      Today’s Price: $299.99
                                                                                                                                                                                                                                 APPLE NIKE + IPOD
                                                                                                                                                                                                                                    SPORT KIT
                                                                                                                                                                                                                                                       GARMIN ETREX VISTA CX
                                                                                                                                                                                                                                                      HANDHELD GPS NAVIGATOR
                                                                                                                                                                                                                                                                               4GB FLASH DRIVE
                                                                                                                                                                                                                                                                                   USB 2.0

                           based on consumers’ preferences.                                                                                                                           Availability: In Stock                      Our Price: $29.95
                                                                                                                                                                                                                                    Add to Cart
                                                                                                                                                                                                                                                          Our Price: $209.95
                                                                                                                                                                                                                                                             Add to Cart
                                                                                                                                                                                                                                                                               Our Price: $64.95
                                                                                                                                                                                                                                                                                 Add to Cart
Personalized Call Center
ChoiceStream RealRelevance Retail Suite

ChoiceStream Personalized Call Center gives you access to the personalization capabilities of ChoiceStream Personalized Store, allowing you to
extend your one-to-one merchandising and marketing to your customer service operation. Features of Personalized Call Center include:

           Personalized Cross-sell          Increase order size with on-target recommendations that complement products in a shopper’s current order and will
               Recommendations              appeal to their individual preferences.
       Personalized ‘Out-of-stock’          Ensure shoppers don’t leave empty-handed due to lack of inventory by recommending products similar to one that is out
               Recommendations              of stock.

                                            Boost conversion rates and order size by recommending the most relevant products to shoppers from a set of promo-
     Targeted Product Promotions
                                            tional products, specials, sale items, new arrivals, etc.

                                            Drive repeat business by recommending the next-most-likely product a shopper will purchase based on previous order
           Personalized Next-Sells
                                            history and other behaviors.
     Accurate Recommendation of             Increase sales with personalized recommendations for new products in inventory—even those without any purchase
               New Merchandise              history or ratings data.
     Support Across the Customer            Increase loyalty by delivering a consistent, personalized experience from the first shopper communication through
                         Lifecycle          purchase and beyond.

              Metrics and Reports           Gain insight into what’s working and why with detailed performance reports and business analytics.

                                            Tune recommendations to meet specific business objectives (e.g., conversion rates, average order size) with goal-driven
          Recommendation Tuning
                                            product configuration capabilities.

     Editorial Overrides and Boosts         Control the products, categories and brands recommended with merchandiser-defined white-, black- and boost-lists.

                    Business Rules          Limit the products recommended based on price, inventory levels, sale or seasonal tags, and other business criteria.

                                            Leverage ChoiceStream Web services to integrate personalization and maximize the return on your existing call center
     Open, Standards-Based APIs

Scalable, Reliable Solutions that Fit Your Business
The ChoiceStream RealRelevance Retail Suite integrates quickly and easily into your merchandising infrastructure. Flexible deployment options allow
you to deploy ChoiceStream either as a fully hosted Web service or as an enterprise software solution. You choose what’s best for your organization.

And, only ChoiceStream offers proven scalability and reliability. ChoiceStream solutions serve millions of consumers simultaneously for some of the
world’s largest brands.

To learn more about Personalized Call Center and the ChoiceStream RealRelevance Retail Suite, contact us today.

                  Visit:                    Call: 617.498.7800                 Email:

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