Smartech Bolsters its AI-Powered Personalisation Solution to Help Digital Brands Boost Conversions by Upto 13%

The concept of personalisation in marketing has undergone a paradigm shift in recent years. From merely addressing customers by their names and wishing them on their birthdays to powering ML/AI-driven conversations and recommendations today – personalisation is every brand’s ground reality, need of the hour, and fundamental challenge.

“How Important is Personalisation to My Customers?”

Your customers continue to grow smarter, more informed, and demanding. And, basic levels of personalisation just don’t cut it anymore. In fact, according to an Infosys report, 31% of surveyed customers wished that their online shopping experience was more personalised than it currently is.

Your digital customers require greater context. Greater relevance. And, not just with regards to your marketing communication anymore.

They’re beginning to expect an end-to-end personalised customer experience, right from the first time that they land on your website or launch your mobile app. This is evidenced by a Deloitte study where 36% of surveyed customers expressed an interest in purchasing personalised products or services.

“How Can Smartech Power Personalisation?”

With this pressing marketers’ need in mind, we at Smartech, are thrilled to announce Netcore’s acquisition of, a leading AI-powered personalisation and recommendation engine!

Consequently, Raman, our AI engine, has further upskilled his AI-for-marketing position!

This latest addition to Smartech’s multi-channel marketing automation arsenal will allow you to deliver truly hyper-personalised customer experiences at scale – tailor-making experiences at an individual customer-level across various digital touchpoints such as websites, mobile apps, email, and social media.

And, all this magic happens in real-time by harnessing your customers’ demographic, geographic, and past behavioural data along with their intent to search, click, or purchase!

Now, delivering the right message to the right customer through the right channel, at just the right time is no longer a scatter-gun approach. It is a tangible reality, guaranteed to take your personalisation efforts to the next level.

“How Can This Elevate My Marketing Strategy?”

Whether you are an e-commerce, food delivery, travel, or BFSI website or mobile app; this industry-agnostic solution can help you boost conversions by 8%-13%. Along the way, it gives you the chance to drive greater customer engagement, repeat purchase behaviour, loyalty, and retention.

By adopting a truly individualised, customer-centric approach, you can do the following:

1. Personalise the website navigational journey

One size doesn’t fit all. Never has and never will. So, why show the same website to all your first-time visitors and repeat customers?

Leverage your customer’s browsing behaviour and purchase history to customise how you want them to move across your website. The more individualised your navigational journey, greater the probability of your customers getting to exactly what they want, faster!

You can also experiment with dynamic website elements such as graphics, banner images, and CTAs to optimise the persona-based viewing and navigation experience.

Use Cases:

  • E-Commerce: Create persona-based website home page viewing and navigation experiences based on gender, geography, or type of customer (first-time visitor or repeat customer)
  • Travel: Showcase flight deals or travel packages based on the current weather or most commonly booked travel destinations

2. Personalise the product search experience

Once you’ve grabbed the attention of your customers through personalisation on the home page or specific landing pages across your website, you could also look at significantly improving their search or browsing experience.

Now instantly complete the search entry in progress or provide relevant product recommendations when your customers are completing a search query. This would be driven by past search terms recorded and intent to purchase.

Use Cases:

  • E-Commerce: Instantly populate recommended products when your customer is searching for a particular product category or specific item, along with similar search results
  • Banking: Provide live recommendations or redirections towards the FAQ section when customers’ make product or process related queries

3. Offer predictive personalised recommendations

Allow our AI engine, Raman, to do all the heavy-lifting by analysing large sets of historical data to generate highly personalised and contextual product or content recommendations.

Now accurately predict the probability of each customer browsing, adding to cart, or purchasing a particular item or related products. You can actually break down the propensity to search for, click on, add to wishlist or shopping cart, or purchase from various product categories and specific products.

In fact, our algorithms can now deliver 20% better purchase and behaviour predictions.

Based on these insights, your personalised recommendations can be displayed dynamically on your website or mobile app or be served as timely, triggered communication across channels such as web messages or email.

Use Cases:

  • Media OTT or Music Streaming: Display video or audio content recommendations based on your customers’ historical and real-time viewing/listening, watch list, favourite genres/artists, etc.
  • Food Delivery: Open up repeat conversion opportunities by recommending relevant restaurants or trending offers within a customers’ geographic vicinity based on his/her preferred cuisines, frequency of app launch, most common time to place orders, etc.

4. Intelligently micro-target personalised recommendations

Smartech’s new Multi-Armed Bandit algorithms can help you identify exactly when and where to display your product or content recommendations across different UI elements of your website, mobile site, or mobile app. These are built specifically for your platform and can be optimised for peak performance.

Choose from a variety of widgets, SEO-friendly pages, web messages, and emails to trigger contextual recommendations at the right time to the right customer. Even use AI-generated and optimised ads across Google, Facebook, and Instagram to further boost conversions that can deliver 50% better ROI than regular ads.

Use Cases:

  • Travel: Trigger contextual AI-optimised ads on Facebook at customers who have viewed a particular travel package but dropped-off before completing the transaction. Use their historical interactions with these ads to further optimise when and where these are generated and displayed
  • News & Entertainment: Get your repeat visitors to consume similar articles as suggested reading through triggered web messages when they are most likely to drop-off. Leverage unique data-points such as most engaged time, average time spent per session, reading history, etc.

5. Shorten paths to eventual conversion

Smartech’s powerful personalisation engine now allows you to quickly direct repeat website visitors towards conversion by highlighting the exact product that he/she has viewed in his/her last recorded session – on a pre-defined section of your website, mobile site, or mobile app page.

This will help you increase top-of-mind recall and the chances of purchase during the current session!

Use Cases:

  • E-Commerce: Highlight targeted offers on products based on past products viewed or items abandoned in carts at a specific space on your website home page
  • EduTech: Remind repeat mobile app users to complete their pending courses by showing them a progress bar right where they are most likely to see it on app launch during their next session

“How Do I Get Started?”

You must be wondering if such an effective addition to your digital marketing machinery is difficult to get started with! That’s hardly the case though with typical installation time taking less than 30 minutes of developer time.

With specialised plugins available for online stores built on Shopify and Magento, integration is short, simple, and seamless. For other websites, a hassle-free Javascript integration is good to get you kickstarted.

At Smartech, we’ve always endeavoured to power personalisation at scale. With this, we promise to take hyper-personalisation at scale to the next level. And, this is just the tip of the iceberg!

To learn more about how Smartech’s dynamic personalisation solution can help you uplift customer engagement, conversions, retention, and marketing ROI – be sure to get in touch today!

Is Your Personalization Experience Intelligent or Dumb?

In today’s digital world, the role of marketers has evolved way beyond from just sending promotional campaigns. You as modern marketers play a key part in enhancing customer lifetime value and retention. In fact, it is in this area that marketing holds the greatest potential to deliver value by impacting the bottom line.

For doing so, personalization has emerged as one of the most critical investment areas to boost response, conversion, and retention. In a climate where brands are not just selling products but are also competing for the customer’s attention across channels, creating lasting relationships is a challenge. It requires consistently meaningful conversations based on an acute understanding of their customer behaviors.

Quite simply, this means that effective marketing is no longer about pushing products but about being in sync with a customers’ problem and offering a solution right when they need it.

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The Smartech Plugin for Magento: Take Website Conversions to the Next Level!

As a digital marketer, it is critical to engage with your website visitors and customers in the most personalised, contextual, and timely manner possible. This becomes even more significant for e-commerce businesses that need to maximise the traffic arriving on their websites to drive higher conversions.

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[Ecommerce] A Marketer’s Guide to Convert One-time Shoppers into Loyal Customers

This Diwali, I wanted to gift a new smartphone to my dad. I opened my favorite shopping app and began searching for the best phone within my budget.

That’s when I realized that I have become a brand loyalist. Instead of searching for products in Google, I look them up directly in the brand’s web/app search bar.

What does it take for a customer to stick with a brand?

Continue reading “[Ecommerce] A Marketer’s Guide to Convert One-time Shoppers into Loyal Customers”

Using Data: Steps to Implement Personalized Marketing Strategy

Let’s start this one with talking about first dates. 

It’s fairly common in this swipe-ridden world to find yourself lending an ear to a friend or colleague, talking about how their first date with someone went. The emotions are spread across a wide spectrum with “Jeez, an empty chair would have been a better company” on one end to “So yeah, we’re seeing each other again this weekend.”  on the other. The common thread across all these tales is – conversation. A date is likely to move in the general ‘good’ direction if there’s a lot of common interests to talk about – cinema, vacation place, shared love/hatred for an Instagram influencer, etc. 

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Customer Data Platforms vs. Data Management Platforms: A Definitive Guide

Modern brands share a relationship with their customers vastly different from the ones that traditional organizations did. If one were to outline each interaction (both physical and digital) between a brand and its customers, we’d find an extensive map with multiple touch points. With these numerous contact points comes the dilemma of delivering a seamless transition between different channels and a consistent, unified messaging throughout. Though brands have been relying on Data Management Platforms (DMPs) for achieving this goal, the emergence of Customer Data Platforms (CDPs) has presented a compelling alternative to marketers. By the looks of it, the two may seem similar but they hold major differences. However, one cannot necessarily replace the other.

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How Netcore’s WhatsApp Chatbot Helped Flipkart Deliver Customer Delight at Scale

“Exceptional customer experiences are the only sustainable platform for competitive differentiation.”
– Kerry Bodine

This timeless reality grows in significance in today’s hyper-competitive, mobile-first market where customer retention has emerged as a north star metric. The e-commerce industry is no exception to this cardinal pre-requisite for success. In fact, customer experience leaders outperform other players by almost 26%, in terms of revenue growth.

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The Smartech Web Message Module: 3 Powerful Customer Success Stories

As a marketer, your eternal challenge is to get the 4Rs spot on; i.e. delivering the right content to the right customer through the right channel, at just the right time.

This challenge assumes even greater magnitude for digital marketers like you, looking to maximise the traffic coming to your websites. Set in this backdrop, web messages can be a powerful onsite marketing channel to increase subscribers, shorten paths to conversion, and drive higher revenues.

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How to do Personalized Marketing in the Travel Industry?

Imagine you enter a barista, the server knows you and gives you a perfectly brewed cup of coffee that you love. It’ll be a day-made moment, right? This is, basically, an oversimplified version of the way personalization experience impacts a person. And no one understands this better than the travel industry.

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Permission Marketing – How Can Your Brand Benefit From It?

For a very long time, marketing has been construed as something intrusive and interruptive, be it a TV commercial, an ad on the radio, a telemarketing call or a pre-roll ad that plays before the video content. The traditional way of marketing is actually called Interruption marketing in which people have to stop what they’re doing to pay attention to the marketing message. But with marketing technology evolving, the old ways are making way for newer techniques and practices.

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The 32 Point E-Commerce Flash Sale Checklist for Black Friday 2019

With less than two months to go for the big showdown in e-commerce aka Black Friday and Cyber Monday, it’s time for marketers to pull up their socks for the biggest consumer shopping season.

Usually, the retailers start gearing up for the holiday season during September and push announcements for the holiday season. Some brands also like to start early in the year in January. This is because they usually have a lot of data from the previous year. It allows them time to process it, take out insights and use it for further optimization.

Nevertheless, it always pays to have some time in hand to lay the strategy and plan execution. Here’s a checklist that will come in handy for you to review what’s already done, what you need to do, and other ideas for what you can do.

A Guide on Black Friday and Cyber Monday Marketing

Preparatory Work

    1. Assess your website/app for handling load: Expect that there will be a massive inflow of traffic during the shopping season. You won’t want your website/app to crash or slow down when the customers reach your website. It would be a loss of potential revenue and customers. It sounds like a nightmare, right? Amazon, J.Crew, Lululemon are among the many who have experienced it! And we are sure they won’t like this to repeat. To ensure it doesn’t happen to you, have a good hosting platform in place, secure enough servers, compress images and run it through several load tests. Prevention is better than cure, as they say.
    2. Prepare a contingency plan: You can’t predict the future. Anything can happen. There might be unforeseen reasons for your website to fail last minute even when you run through every checklist and do several load tests. The only thing that can save you is to have a plan B, in this case. It is best to talk to your IT team on this and chalk out a plan of action if or when things fall down. Here’s a useful read which might help you.
    3. Optimize user buying journey: Test and retest the user journey to check how the website fares when a user browses your catalog, navigates the website, compares a product, adds it to the cart, makes the payment, etc. Every inch of your website should be optimized to the best for smooth user experience. It is best to review the user experience to remove the possibility of any technical glitch beforehand.
    4. Flexible payment options: Your checkout page is where you’ll convert your website visitors into paying customers. As such, make it easy for your customers to make the transaction by having multiple and easy payment options.
    5. User-generated content: Your website and social profiles may already have some amount of user-generated content in terms of reviews and comments. Take some time to collect positive feedback, and address any complaints and open issues.
    6. Personalization: You will sell as much as you’re able to understand your customers and tune your website to their needs. For this to happen, you need to segment your audience properly and lay down an automation system that tracks their behavior, and offers personalized content, product recommendations, offers, and user experience. The starting point would be to have a system like Netcore Smartech in place.
    7. Keep an eye on the inventory: Use last year’s financial and sales data to predict the stock required for this season and order well in time. Prepare your staff for any situations arising out of traffic influx, product shortage or aggressive buying. Make sure that inventory visibility remains transparent to you and your staff throughout.
    8. Set up minimum stock alerts: To avoid delays and last-minute rush, take time to set a minimum stock threshold for every product in your inventory and create alerts. Take into account the demand trends while setting this up.
    9. Set up analytics tools to measure success: You can’t improve what you can’t measure, as they say. Having a strong analytics system onboard is crucial to your success in the present and future both. Set up dashboards and metrics to capture the right kind of information.
    10. Real-time tracking: Black Friday sales can be extremely unpredictable. It is best to be able to see through your user’s journey and optimize your product showcase and offers on the fly for better sales. Real-time tracking can also help you in making relevant product recommendations on your website. Talk to your data team or analytics partner to set up a mechanism for real-time tracking.
    11. Dynamic Pricing: Many retailers these days use dynamic pricing software to win customers. The one price theory no longer exists. Tough competition is one factor. According to a Digiday article, prices are mostly influenced by demand, customer intent, and competition. Hence, marketers must consider deploying dynamic pricing software.
    12. Optimize logistics: 43% of mid-market e-retailers deliver an order within two days, as per a report by Digital Commerce 360. Also, it is worth noting that consumers are interested in free shipping and on-time delivery. These expectations would stay the same despite the huge influx of orders that you might receive. Our recommendations?
        1. Talk to your logistics team or partner and prepare them for the work-load. Line up multiple delivery options like – 2-day delivery, buy-online-pick-up-in-store, personalized delivery, consolidated delivery, etc.
        2. Have a system in place which lets your customer track orders, contact the delivery agent, and share feedback or contact you anytime.
        3. Check the return and cancellation process and prepare your system for these eventualities.

      Suggested read: How consumers view online delivery options.

    13. Customer service: Handling customer issues may become quite a tough challenge amidst the shopping frenzy. Prepare self-service options like FAQs, user guides, and interactive chatbots.

Advertising and Marketing Action Plan

    1. Identify relevant keywords and optimize for SEO: Run intensive keyword research for your products. Make your search location and demographics specific. Do pay attention to the competition and plan a content creation activity around the relevant keywords. The more the competition, the harder it is. But at the end of the day, it’s the quality that matters. But having a good SEO strategy is a must.
    2. Prepare for voice search: It is a common sight these days to see people around you saying “Hey Alexa”, “Ok, Google”, or “Hey Siri”. People are getting more comfortable with the idea of voice search. As such, your SEO strategy needs to include this perspective too. Voice search behavior is different from that of text search, e.g. “best TV brands” and “What are the best TV brands?”. In this example, people will tend to the former for text search and the latter would be a natural response in voice search. You would need to think on these lines and prepare.
    3. Optimize showcase for best deals: Your homepage is like a store-front. Showcase the best of products and offers here. Take your customers on a lucrative journey of discounts and interesting deals from here. Add a countdown clock, and place promotional banners with crisp and clear copy. Highlight products and categories with the heaviest discounts on top.
    4. Early bird offers and pre-sale: Launch early bird offers and presale leading up to Black Friday and Cyber Monday. Neither retailers wait for the actual Black Friday and Cyber Monday nor the customer. Start promotions early using social channels, email campaigns, and display marketing.
    5. Special launches and high-value deals: Many brands like to offer exclusive launches and discounts. These can be used to create buzz around the sale and also boost conversion. You can also create dedicated landing pages for these offers for SEO benefit.
    6. Real-time and last minute deals: Line up some surprise elements for your customers. Give them a heads up about the surprise though. Win them with those too-good-to-be-true super irresistible deals.
    7. In-store experiential events: If your online store has a brick and mortar space, you can very well use it to engage 1:1 with your customers. Exclusive events with a mix of the right audience can end up building brand loyalty for you. Also, integrating all your channels may result in added wins for you because of the ROPO effect (Research Online, Purchase Offline).
    8. Create exclusive landing pages for Black Friday and Cyber Monday offers: One – it is good for SEO. Second, you can communicate clearly and highlight offers without changing much on other pages of your website.
    9. Check last year’s trends: Here are a couple of resources which we think will help you:
    10. Set automation workflows: Email marketing serves as the most effective and important communication tool in e-commerce. Consider it as the strongest weapon in your artillery. It only becomes even more powerful with automation workflows. According to RetailDive, cart abandonment workflows were the highest performing automation workflows of the shopping holiday, counting a 2.13% order rate in 2018. Other than this, workflows like onboarding, offers, reviews, return, and cancellation, etc. will impact your sales highly. Get in touch with us to know how we can help you set this up.
    11. Create buyer’s guides for different personas: Curate deals and products for different segments of the audience, turn them into useful guides and share. It will be a value add for customers to make a decision regarding their purchases.
    12. Email marketing: Take this very seriously – Email marketing will be the most important marketing tool for you this shopping season. Segment your audience and prepare themes aligned to their interests, browsing history and demographics. Prepare a email marketing calendar so as to time them well. Start pushing email campaigns early for the buzz. You can send a variety of email campaigns – product recommendations, FOMO emails, early bird offers, special launches, coupon codes, etc. A/B test email campaigns and optimize the email send time and email marketing copy.
    13. Paid display advertising: As per Google Think, more than 8 in 10 undecided CPG shoppers say they’re considering multiple brands or don’t have any brands in mind at all. This means the customer is undecided and there’s a big opportunity here for brands to create a win. A good idea is to prepare a list of in-market segments and life events and target them. Also, be ready to adjust your CPC and budgets as there’s going to be a war in the PPC market. Make sure to set return on ad spend thresholds (ROAS) to not burn your budgets.
    14. Personalized video marketing: Video marketing technology has gone highly personalized this year. Marketers can use it multiple ways to engage with the customer, e.g. related product recommendations, time and weather relevant product pitching, buying behavior based videos, etc. Creativity has no end! One good example we found recently was that of PlayStation with Spirable:
    15. SMS and Push Notification Marketing: While email marketing remains the king of marketing tools when it comes to e-commerce, SMS and push notifications are not far behind. According to researchers, around 99% of SMSs are read within the first 15 minutes of receiving them. Combined with email marketing, SMS and push notification can certainly have a positive impact on your ROI. Forbes predicts a heavy usage of messaging and push notifications by brands this year.
    16. Breathe! This shopping season can be extremely stressful. No matter the size or scale of your e-commerce brand. Do not burn the candle at both ends. Take up only as much you can handle. Be mindful of your capacity and limits. And make marketing decisions accordingly.

Post Black Friday and Cyber Monday Stage

    1. Collect data and dive deep: Phew! Now that the shopping season is over, we can sit back and relax a bit, no? Well, some more time before you blow off the heat. Right after the end of the shopping season is the best time to collect data and analyze it. Because the campaign strategy and execution would still be fresh in your head, you can use this time to analyze data more effectively and take out insights for improvements next season. So, dive right in!
    2. Use the data to continue offering personalized recommendations: The massive shopping influx will not only bring in revenue on the table but also some precious insights into your customer preferences. Turn these learnings into future campaigns to communicate with your audience.
    3. Stay in touch: Keep the communication going with your customers. Send them a thank-you note, check with them on their purchases, or wish them a great holiday season. Show them that you’re human and that you care.Black Friday and Cyber Monday are almost around the corner. Start preparing for them as soon as you can. Technology trends like dynamic pricing, marketing automation, and personalization will impact revenues. We hope the suggestions we shared will help you implement great strategies.We wish you a great Black Friday and Cyber Monday ever!

How does RFM Analysis Help Customer Segmentation in E-commerce

I remember that until a few years ago, there were only a handful of reliable e-commerce platforms from where I used to buy only some products- mostly books. And today, there is hardly anything that cannot be bought online, and there are n number of platforms to choose from.

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Personalization lessons from award-winning digital marketing campaigns

Personalization has been a buzzword in the marketing world for the last few years. Every marketer dreams of executing that perfect personalized campaign which hits all the right notes. By now, we all know that it is about reaching the right person at the right time with the right message. And technology has also supported marketers in realising this dream through marketing automation.

Using marketing automation, marketers can have a deep view into the customer journey, track user behaviour, release trigger based messaging, deliver contextual content and maximise reach with multi-channel campaigns. But is that all they have to do? We believe they have to go one step further.

The one area where personalisation fails the most is understanding the actual needs and pains of the customer. It starts with the knowledge that generalized marketing doesn’t work and that all your customers have varying needs and challenges.

To this end, we have prepared a list of the brands with award-winning personalized marketing campaigns. It may help you make the most of your marketing automation.

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The Ultimate Guide to Email Marketing for your Media OTT Brands

The days of Cable TV are over, the time of streaming has begun! Torn between which show to binge watch while you are commuting every day to work or having a lazy weekend on the couch? OTT services are here to stay and are replacing your old way of watching TV.

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