Revolutionizing Digital Customer Engagement with Uptok
How we helped Uptok bring a human touch to digital commerce through personalized, one-on-one video interactions.
Project Overview
When the COVID-19 pandemic struck, the retail space fundamentally changed as physical locations shuttered and e-commerce became the only option. Kwanso partnered with Uptok to reimpose a human touch in digital commerce through a live video commerce platform that enables personalized, one-on-one interactions between businesses and high-intent customers directly on their websites.
Industry
- E-commerce
- Luxury Retail
- Auto Motor
Technologies
- React.js
- Node.js
- WebRTC
- AI
The Challenge
E-commerce platforms struggled to replicate the in-store, human element of shopping. Customers bypassed direct contact with knowledgeable people who could address questions, offer guidance, and build trust. This led to poor conversion rates for high-value products where no assisted selling was available. The pandemic urgently required retailers to implement scalable solutions that would maintain customer trust and engagement in a fully digital environment.
Our Solution
Live Video Interactions
Implemented one-on-one video conversations between sales representatives and customers to replicate the in-store shopping experience.
AI-Driven Targeting
Utilized AI tools to identify high-intent shoppers and target them at pivotal moments, ensuring personalized engagement.
Co-Browsing Features
Enabled sales associates to guide customers in real-time through websites, answering questions about products, configurations, or payment options.
Key Features
Live Video Commerce
Real-time video interactions between sales reps and customers.
AI Intent Targeting
Smart identification of high-value potential customers.
Co-Browsing
Guided navigation through product catalogs and checkout.
Analytics
Comprehensive insights into customer engagement and conversion.
Live Video Commerce Platform
See how we helped humanize digital commerce with personalized video interactions
Customer Engagement Dashboard
Comprehensive dashboard for managing live video sessions and tracking customer engagement metrics
Impact
Key Learnings
Human Touch Matters in Digital
Reintegrating humanity into digital commerce is crucial. Personalized experiences that build trust and confidence are highly valued by customers, even in an online environment.
AI and Human Expertise Complement Each Other
The combination of AI for targeting and live video for human interaction creates a powerful synergy that increases user engagement, satisfaction, and conversion rates.
Scalable Solutions Require Hybrid Approaches
Building impactful and scalable retail solutions requires hybridizing technology and human expertise to create experiences that truly resonate with customers.
Success Story
Luxury Fashion Retailer
High-end apparel and accessories
A luxury fashion retailer partnered with Kwanso to integrate Uptok into its e-commerce site. Live video appointments offered personalized fitting, styling, and care advice to customers shopping for luxury fashion items. This tailored guidance encouraged apprehensive buyers to finalize their acquisitions, which minimized cart abandonment.
Results:
The retailer saw average purchase values grow by 20% due to personalized recommendations and upselling opportunities during video sessions.
Ready to Humanize Your Digital Commerce?
Let's discuss how we can help transform your online shopping experience with personalized video interactions.