Platform Breathing Life Into Live Commerce
1 How to sell online and establish long-term relationships with key customers having access to data about their preferences, behaviors, and purchases? How to add a layer of personal touch to the shopping experience that is missing on traditional CRM systems?
2 Live commerce platform Immerss brings new digital foot traffic as an add-on website sales channel.
3 It’s a unique platform that connects its clienteling capabilities to retail clients’ CRM software.
4 The Immerss platform allows businesses to keep track of client purchases. This, in turn, gives in-store associates who might be working from remote locations the ability to identify the most loyal customers as well as their preferences to provide a more targeted service.
5 Two years ago, Arthur Veytsman, CEO of Immerss, developed a live commerce platform that changed how e-commerce sites serve their customers. It enables online merchants to sell online in real-time, dramatically speeding up a process that until now has mostly been done in person or offline.
Tools like FaceTime, Zoom, and SMS messaging are all connection tools. The software is completely embedded with the client’s back end and platform, which allows to be there when the conversation starts.
How It Started
Once Veytsman had a luncheon meeting with the president of Lucchese, a 138-year-old custom bootmaker based in Texas. The retailer was looking into potentially using live commerce as an option to work with online influencers.
He was dissatisfied with the results of traditional CRM chat features. He saw a gap in how his salespeople performed in the direct-to-consumer store. On the sales floor, he explained, they do well when talking to clients and know how to meet their needs.
The Lucchese website never gave his sales staff the ability to speak to clients in the same manner. The chat channel was just meant to be a customer service arm. What the company needed was a way to connect clients with trained salespeople.
Lucchese’s president signed up with Immerss in July 2019. The new software went live in 2020.
The integrated platform took Lucchese through the pandemic. Post-pandemic retail at the custom-made boot store picked up even further. The company created a digital showroom because the number of inquiries coming through the sales portal was so high.
A panel of products enables the sales associate to see what the customer recently viewed. The salesperson can suggest an item directly in that window back to the client.
Together they can walk it all the way to checkout. It is a very embedded experience during the call.
It is a full clienteling app versus discombobulated ways of connecting to people together. It is all under one platform. In addition, it’s a tool for sales staff to sell worldwide with no limitation. It brings in traffic from the website as an add-on sales channel.
The Immerss platform brings a fully integrated solution connected with the retailer’s back-end software and CRM. The platform works via desktop, mobile devices (both iOS and Android apps), and web browsers.
Immerss is also integrated into the Shopify app. Veytsman’s roadmap is to do similar integrations with other SaaS platforms, e-commerce platforms like Salesforce commerce, WooCommerce, BigCommerce, Magento, and more.
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