Total Customer Knowledge

iMatter^TM Suite - Customer Intelligence: Attitude and Behavior
Tracking, Analysis, and Reporting

A profound shift in the basis of competition is occurring. Today competitive advantage lies in the ability to capture actionable information about customers' expressed needs and wants. Both implicit behavioral data and explicit articulated data (chats and emails) are critical in building true insight into your customer base, in order to establish marketing tactics that increase revenue. As customers become more demanding on business to provide what they want, when they want it, and to know what they may want in the near future, iMatter^TM Suite - with real time customer interaction - creates a great competitive advantage in intelligence.

In the process of redefining "Intelligent Direct Communications", InterSight has invented a total customer knowledge approach using customer attitude and behavior, and customer channels of communication. This innovative approach enables your business to gather information, analyze information, and report it to create actionable customer influences through the iMatter proactive marketing engine.

The InterSight Process

Stage 1)- Building initial knowledge

Objective:
• Identify key behavior from customers
• Discover customer attitude through communications

Primary Contact Focus
• Proactive and reactive Internet chat
• Build customer rapport
• Provide relevant immediate support

Primary Sales/Marketing Focus:
• Target ideal product and service suggestion
• Assist with site and ordering complexities
• Search and suggest alternative / complimentary products
• Educate and motivate, build purchase confidence

Stage 2) Establishing deeper, enriched, "context"

Objective
• Deepen profile of customer attitudes with key questioning
• Engage with purposeful proactive chat
• Establish individual customer relevance from history

Primary Contact Focus
• Enhance agent pre-set messaging
• First wave of "using intelligence" to personalize offerings
• Identify unique attributes that increase transactions

Primary Sales/Marketing Focus
• Question on product mix, real time focus group
• Survey specific interests, likes, customer ideas
• Deepen dialogue, relevant services, to individual customers
• Request permission to extend outbound direct communications

Stage 3) Using profiles to extract ideal value

Objective
• Use Total Customer Knowledge to service customer
• Use the benefits of information exchange in favor of customer
• Personalize interactions, "Lock in Loyalty"

Primary Contact Focus
• Interact with them using behavior and attitude knowledge
• Use Intelligence to personalize offering.

Primary Sales/Marketing Focus
• Add impulse products to interaction
• Gain information on future purchase interests
• Differentiate the level of service based on customer profitability
• Inform customers of higher service level available to them
• Discover other purchases made through competitors

iMatter^TM Suite - Customer Intelligence: Attitude and Behavior
Tracking, Analysis, and Reporting