From now on, Cyberport customers can get support from a digital sales advisor around the clock when buying technical devices online. With a view to the constantly changing customer behavior and the strong growth in online shopping, Cyberport is also making its product and consulting expertise available online with the help of conversational commerce.
Cyberport is one of the largest European e-commerce companies for IT and entertainment electronics and belongs to Hubert Burda Media. On the website customers will find over 45,000 products from the notebook, smartphone, television and household appliance sectors. To make it easier for non-experts in particular to choose the right product, the Zoovu platform for AI Conversational Commerce Cyberport the flexibility to support customers interactively in the product search and decision-making and to adapt perfectly to customer needs.
Conversational Commerce supports the purchase decision process
Fritz Philipp Schildt, Portfolio Lead E-Commerce at Burda Digital, who is responsible for optimizing e-commerce together with the Burda subsidiaries, explains about the cooperation with Zoovu: “In the purchase decision process in particular, the customer is faced with the“ paradox of choice “- there are innumerable products with sometimes the smallest differences, which a customer understands, evaluates and on this basis has to make a decision for an often high-priced technical product. Because of this necessity, it was indispensable for us to give our customers an innovative opportunity to receive digital advice and to find the right products for their needs ”.
Customer focus: needs instead of product specifications in the foreground
In the first step, a needs-oriented, digital notebook purchase advisor was implemented. This combines Cyberport’s product expertise with Zoovu’s expertise in consumer psychology, as well as conversation and interaction design. Instead of having to deal with technical properties, customers can quickly find the right notebook after answering a few questions. As a result of the digital consultation, users receive individual product recommendations generated in real time and convincing purchase arguments that simplify selection and purchase decisions. This increases both sales and customer loyalty. The expansion of the digital advisory service to other product categories is already being implemented.
Conversational Commerce: Next Generation Product Search
The AI Conversational Commerce platform from Zoovu includes various search and navigation solutions (Conversation Studio) as well as a product data management system (Semantic Studio). This enables personalized, digital shopping experiences to be rolled out quickly and in a future-proof manner along the entire customer journey. On the basis of semantic product data, which are enriched with the help of artificial intelligence and machine learning algorithms, data-driven online shopping experiences can be implemented. Among other things in the form of digital purchase advisors, visual configurators, chat applications and a context-sensitive on-site search.
Schildt explains the decision in favor of the Zoovu platform: “Zoovu is characterized by a very well developed feature portfolio and an ambitious roadmap as well as a visionary team. For Cyberport, these were the decisive factors in taking a holistic approach to customer-centered search and “conversational commerce”. With Zoovu, we have found a partner who will still be an innovation leader in ten years’ time. ”
Rob Mullen, CEO at Zoovu, is pleased about the cooperation: “Today, the search is the decisive point of contact in every digital experience. We are proud that Cyberport has chosen Zoovu after an intensive examination of the market and we look forward to supporting Cyberport with our expertise and technology in the implementation of online experiences that are tailored to the needs of customers. ”
Cyberport is one of the largest e-commerce companies for IT and consumer electronics in Europe. In the web shop, customers can find over 45,000 products from the notebook, smartphone, television and household appliance sectors. The company’s omnichannel concept enables shopping for private and business customers. Both via the web shop, via telephone sales and in one of the 14 shops in Germany and Austria. The quality of the online shop is regularly recognized by independent auditors, such as the most recent German Online Retail Award, Best Multichannel Retailer, Shop Usability Award). Cyberport now has over five million customers. (sg)
Read even: Conversational Commerce: How online retailers make the most of the new trend