There's a feeling in the industry that some AI tools are solutions looking for a problem. In this podcast, we explore an AI solution that has a clear ecommerce use case and is focused on improving customer experience.

James Gurd speaks to Klevu co-founders Nilay and Niraj about their new product, Asklo, which integrates AI chatbots into ecommerce product journeys to enhance customer experience. This is the a logical evolution to PDP Q&As, with customers able to get real-time responses to product and service questions, rather than waiting for a reply.

The episode discusses the importance of optimising user journeys, the technology behind Asklo, and how it can improve conversion rates. The conversation also explores case studies demonstrating Asklo's effectiveness in reducing PDP bounce rate by 30%.

Key takeaways:

• Asklo aims to democratise product discovery in ecommerce by providing AI-generated Q&A on the PDP
• AI can significantly improve customer experience and conversion rates.
• Understanding user intent is crucial for effective product recommendations.
• The technology behind Asklo includes Retrieval Augmented Generation (RAG).
• Real-world case studies show a 30% reduction in bounce rates from PDPs.
• Integration with existing systems is seamless and quick (measured page speed impact of 15ms)
• Customisation options allow brands to control responses and tone.

• The future of AI in e-commerce will focus on seamless user journeys.

Summary:

In this episode of the Inside Commerce podcast, Paul Rogers and Joe Fletcher discuss the critical aspects of ecommerce reporting, focusing on the importance of data measurement, key performance indicators (KPIs), and the challenges posed by new tools like GA4.

They explore the significance of conversion rates, tracking, and common mistakes businesses make in their reporting processes.

The conversation also delves into how businesses should approach their reporting needs, the value of understanding customer behaviour, and the various methods of attribution that can be employed to gauge marketing effectiveness.

Key takeaways:

• Ecommerce has matured significantly, especially post-iOS changes.
• Critical KPIs should tie back to fundamental business outcomes.
• Conversion rates need to be contextualised for meaningful insights.
• GA4 presents challenges but offers powerful data if utilised correctly.
• Tracking issues can lead to downstream reporting problems.
• Data silos can obscure the true performance of marketing efforts.
• Businesses should start with their needs before selecting reporting tools.
• Customer sentiment is a vital but often neglected metric.
• Understanding the value of customers is essential for growth.
• A hybrid approach to attribution is often the most effective.

FOLLOW US:

LinkedIn: https://www.linkedin.com/company/inside-commerce/

ABOUT THIS EPISODE:

In this episode of the Inside Commerce podcast, Luke Hodgson from Commerce Thinking explains the common issues with ERPs and their integration with ecommerce platforms.

The conversation explores the importance of understanding ERP systems for ecommerce leaders, the evolving role of ecommerce directors post-COVID, and the demand for ERP in new businesses.

The discussion also delves into the role of middleware in ecommerce integrations, challenges related to peak order volumes, and strategies for maximising back office performance. Finally, we discuss the significance of technical leadership in ecommerce and provide practical advice for businesses facing integration issues.

Key takeaways:

• E-commerce leaders must understand their ERP systems.
• The demand for ERP has evolved post-COVID.
• Middleware plays a crucial role in integration.
• Peak order volumes require careful planning and execution.
• Technical leadership is essential for e-commerce success.
• Brands are increasingly exploring alternatives to traditional ERP systems.
• Effective communication with partners is vital during peak periods.
• Breaking down problems into stages helps identify issues.
• A tech leader should facilitate collaboration among stakeholders.
• The right technical resources are crucial for successful ERP implementation.