Effectuation Chronicle #28: Wishibam, Recreating a Customer Relationship 2.0
Lack of time, search for the best price or convenient deliveries, more and more of us are buying on the Internet by abandoning traditional stores. Often not very faithful to a particular site, zapping is the way to go for impatient consumers. How can we find this privileged relationship with the local merchant even when buying online? Wishibam has asked himself this question and offers us a solution.
In a nutshell. Sellers 2.0.
With its clearly stated ambition, Wishibam wishes to reconcile online and physical commerce. To recreate the established relationship of trust that can exist in a store between the seller and the customer, Wishibam quickly set up a free service of digital salespeople called Personal Shoppers. Personal Shoppers are responsive and personified online assistants who offer products that meet customer requests in less than a minute. The Personal Shopper accesses a suggestion list proposed by the Wishibam algorithm and accompanies it with a personalized message.
This alliance between the immediacy of the Internet and human complicity allows the marketplace to retain its users, with a conversion rate 4 times higher than that of Amazon. On the basis of this « B2C marketplace », Wishibam is now developing a white label solution for property companies and local authorities.
Problem. Fall in attendance and volatility.
The figures are clear; the transformation of the shops is in progress. « The number of store admissions has fallen by 60% in the United States, which is likely to happen again in Europe. At the same time, turnover from online sales has increased by 170%, » says Charlotte. This situation is causing a lot of damage among large retailers and independent stores that close physical sales outlets without innovating digitally. Charlotte adds that « the average vacancy rate in the city centre has increased by 57% according to Procos ».
The lack of innovation and underdeveloped services mean that these brands lose a significant proportion of their customers. The customer is omnichannel, he wants to be able to buy simply by enjoying the best shopping experience. Faced with the lack of digitization of stores, increasingly volatile buyers are using market leaders such as Amazon or Le BonCoin to place orders.
Idea. Rotate from B2C to white label.
Building on the success of its platform equipped with shopping assistants, Wishibam is launching into B2B. By offering stores « Personal Assistant » CRMs, Charlotte and her team enable them to recreate this important link between salespeople and customers. « When you go to Bricorama, we are all relieved to be able to be advised, you have to find this experience online, » says Charlotte. From this observation, the young Executive Director reveals her vision: « My conviction is that tomorrow’s business will be physical, digital and « experiential ». Experience is human. We need to find this lost link between customer and merchant, online and in store. To do this, it is necessary to use data to support salespeople in the customer experience. »
Article to be found in full on Forbes