ONNIVATION

ASSIGNMENT
1. MAR TECH STACK ( ANALYSIS
2. CUSTOMER SERVICE CENTRE (DETAILED ANALYSIS)
)

YOTPO
PLATFORM THAT INTEGRATES DATA-
DRIVEN INBOUND MARKETING THAT
IMPROVES SOLUTIONS FOR REVIEWS,
LOYALTY, SMS
 INTRODUCTION
Yotpo is an eCommerce marketing platform that helps brands drive growth by
creating engaging experiences to build lasting customer relationships. Their
integrated solutions for reviews, visual User Generated Content (UGC),
rewards, and referrals empower businesses to win over new audiences using
their customers’ voice. Yotpo’s products work together to build a consistent,
relevant buyer journey, from acquisition to retention.

Using Yotpo, you can leverage social proof in the form of reviews, referrals and
loyalty programs to increase the trust of your users and make better business
decisions based on what your customers really want. Through this solution, we
are able to offer:

PRODUCT/PLATFORM
• SMS BUMP

- On-site Sign-up Experience

- Turn every shopper to an SMS subscribers

-Track and Optimise every Engagement

-International Texting/Seamless On-boarding

● Reviews & Ratings:

- Review request emails
- Community Q&A
- Onsite reviews
- Customer questions
-Coupon Review Incentive
- Official partnership with Google
and Walmart Syndication

 ● Loyalty & Referrals:

- Flexible reward structure
- Incentives for repeat referrals
- Tier-based programs
- Program analytics
- Multi-channel support
-Multiple sharing options

● Visual Marketing:
-Instagram curation
- Photos in reviews
- Upload on site
-Engage with video
-Shoppable galleries
-Instagram Ads
- Image rights management
-Facebook Ads
-Dynamic retargeting ads



• Subscriptions - for Spotify

- Specially built for Spotify

- Drive recurring revenue and increase LTV with subscription

-Empower subscribers

-User friendly

HOW YETPO WORKS

Offered as a free version with limited capabilities or as a Premium version, Yotpo gives
businesses the opportunity to optimise their UGC across all channels. By integrating this
third-party solution into your website, Yotpo can collect, distribute and analyse
customer’s thoughts and feelings across multiple channels. By extracting informative
reviews and using smart displays, you can effectively engage with and convert shoppers.
This is done by:
● Moderating user-generated content, identifying natural language and scoring every
review as either positive or negative
● Filtering reviews quickly to find relevant informative content such as category, age,
gender, and rating
● Using the on-product review widget to display your best reviews creating a higher
converting shopper experience
● Analysing customer reviews from the dashboard to help you make more informed,
valuable business decisions based on direct customer feedback

TARGET AUDIENCE
Yotpo can be useful for any e-commerce D2C brand but not limited to it and can also
contribute to the building of B2C and B2B brands. To explain with an example

The brands can be from who sells customised shoes via website to a brand who sells
clothes but not limited to the product.Any brand who wants to create a user
experience from discovery of customer to make him a lifetime customer can be
customers of these products to a few.

The current customer’s of Yotpo are as follows

- Go pro (Enterprise Model)

-Soko Glam (Platform)

- Princess Polly

- Steve Madden

Prospected Customers in India

-BoAt

-Tata1Mg

-Big Basket and many more..

GTM -MARKETING
- As Yotpo already caters to numerous brands it becomes easy to
use Word of mouth Marketing ( which should be core product ) As
per survey 92% people in the world prefer to choose what has been
recommended by friends,Families etc.
- Targeted Ads are always a part of Digital Marketing Campaign.
- As Yotpo as launched new product into subscription for Shopify all
the upcoming ecommerce platform can be early adopters of Yotpo
platform.
- A small meet-up can be planned for all the CMO’s/Marketing
Managers to make them understand the product and be a part of
yotpo’s journey.

LEAD GENERATION
The lead generation will be the ultimate goal of acquiring a
customer and in-terms of making the sales the most important
strategy is to let the prospect use the premium platform for free
for at least 7 days.With this the TAT for customers will be
known and we save tons on marketing.
NAMOGOO
INTENT-BASED PROMOTIONS TO ENSURE
CONTINUITY AND COMPLETION OF
CUSTOMER G
INTRODUCTION
Namogoo is a Digital Journey Continuity software
as a service platform, that autonomously adapts to
each customer visit in real-time, that helps improve
online customer journeys and business results for
global retail brands.

 PRODUCT PLATFORM
Namogoo has a platform that deals with digital journey continuity and has customised platform

1. Customer Journey OS

- Orchestrate, Manage and act upon all journey data in real time.

-Less data Analysis more of execution

-Synchronizing is easy

2. Intent based promotion

-Prmote according to your visitor buying intent

- Personalised Prmotions for Anonymous and first time shoppers

-Get rid of Guesstimate, A/B testing , and segmentation forever.

3.Personalised Email and SMS

-Send customers Smart , Personalised Emails according to there last purchase or the amount of time they have spend the
website or App

-Cross channel messages to ge the hold of customers from social media to emails

-Rebuilt carts from any devices

- Everything Automated from sending emails to SMS to product recommendation and segmentation.

4. Customer Hi-jacking prevention

- Get rid of Competitors offer on your site

- Find the visibility of which extensions, unwanted ads and other journey Interuptions

- Bottom line of revenue with impacts on revenue, Bounce rate ,CVR ,AOV and Customer experience with A/B testing and
blocking.

-Improve conversation rate ,Revenue and other measures KPI’s.

HOW NAMOGOO WORKS

The cloud-based service provided by Namogoo, which is based on in-house
Machine Learning technology, finds and removes intrusive information that
is propagated throughout e-commerce websites. Based on pattern analysis
approaches, this learning system classifies web activity and stops it from
executing while monitoring and analysing millions of web sessions from the
server all the way to user browsers. In order to make judgments, Namogoo's
proactive core engine uses thousands of data points from deep content
inspection, statistical analysis, and suggestive behavioural patterns. E-
commerce companies may protect the intended online experience and
enhance business metrics by spotting and preventing Customer Journey
Hijacking activities that redirect earned visitors and reduce conversion rates.
CUSTOMER/AUDIENCE
Namogoo platform is already been used by number of businesses to increase there
intent based promotion and conversation rate. To name a few

- Wag

-Son de Flor

-Mark &Spencer

In India the prospects can be

- Bata

- Bombay Shaving company

- Urban Monkey

 GTM -MARKETING
Digital Marketing- Interest based post

- Getting along with all the stakeholders of D2C brand and make them understand
about the importance or Intent based promotion and Customer hijacking prevention

- Get recommendation from already established brands and add this to the marketing
pitch

- Get the platform installed for free to the customer and make him understand how
much is he saving and what is the conversation rate before Namogoo and after
Namogoo.

- Word of Mouth Marketing- Solve a problem for Customer.

CHEQ
GO-TO-MARKET PLATFORM TO ANALYSE
ON-SITE CONVERSION AND SECURE PAID
MARKETING AGAINST BOTS AND INVALID
USERS
INTRODUCTION
CheQ is cybersecurity platform designed for
marketers and providing the most accurate and
Robust Go-to market security solutions and also
secure their business from Invalid Traffic (IVT)

PLATFORM
CheQ paradome

The Go-to Market Security Platform

Detect Invalid Traf c that is affecting your marketing efforts site

Eliminate bad traf c from your pipeline and funnels

Granular analytics and actionable IVT insight

There are 3 platforms solutions.

• Solutions for Paid Marketing

-Unlock Revenue Opportunities

-Clean -up your audience’s

-Unskew your optimisation

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• solutions for On-site Conversion

- intercept invalid site visitors

-Prevent Negative SEO

-Prevent site tool ooding

• Solutions’s for Data and Analytics

- Unskew your BI systems from IVT

-Increase Funnel Transparency

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HOW CHEQ WORKS

CheQ works into go-to-market Security (GTMsec ) the technology behind CheQ paradom is as
follows

-Bot mitigation

Detecting and blocking bots; the mitigation engine works in advance techniques to prevent invalid
bots activity ,uncovering and blocking malicious botnets using advance ngerprinting and
multilayer security models

-User Validation

Validating Visitors authenticity; Validation engine performs over 2000 real time browser tests to
ensure authenticity and root out human and non human visitors attempting to mask their identity

-Behavioral Analysis

Uncovering suspicious behaviour;Analysis Engine detects anonymous activities at both network

and individual level from suspicious scrolling and browsing patterns to abnormal rates and traf cs

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 CUSTOMER AND AUDIENCE

The threats that CheQ deals are web scrapers, Account Takeovers, Carding attack, Chargeback fraud Af liate
fraud ,new account fraud to name a few.

Their are more than 12000+ customers that has put down the trust into CheQ to name a few

- Salesforce

-Payoneer

-Chanel

In India the audience or the customer that can use CheQ is all the neo-banks and apps that deal into loyalty points

-Jupiter

-Fi

-Dhani one freedom card

- Shoppers stop

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GTM -MARKETING
- Getting along with all the stakeholders from neo banks and companies that deals in
loyalty cards and points

-Recommendations from Top Cyber -Security experts about the platform and that is
to be added to the marketing pitch

- Digital Marketing- Getting along with the companies or consulting firms who consult
on Softwares to banks/ loyalty brands.

- Doing a strategic partnership with one of the new upcoming bank which gets us a
mileage to pitch it to other banks too.

MESSAGE
BIRD
COMMUNICATIONS SOLUTION TO SUPPORT
CUSTOMERS ON ANY CHANNEL OF THEIR
CHOICE

INTRODUCTION
Message Bird is the Omnichannel Communication Platform,
Built for scale .It powers communication between business and
customers across channels with seamless technology that
message bird has.
Message bird tools and Omnichannel solutions are building
blocks that help businesses streamline conversations through
their customers’ preferred channels — like SMS, Voice,
WhatsApp, WeChat, Messenger, Instagram, Email and more.

PLATFORM /PRODUCTS
Message Bird has platform that deals in 4 solutions

• Inbox

- Inbox is common platform where you can nd all the all the social channels and
customer queries are replied from the same platform without using any other login this
not only saves time, the conversation are real time and the businesses never miss the
message from their customers irrelevant of the social platform that customers in’s using

- Inbox platform has WhatsApp, Line, Telegram, Email, WeChat, SMS and more
channels are been added to the kitty

-Inbox can be plugged into any tool that the business already uses like Google
workplace , Slack ,Salesforce etc.

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Flow-Builder

Building Engaging, Personal Data driven Experiences

-Automate small and big tasks by building auto replies to speci c set
of Questions ,Queries by customers
-Reduce data complexity whatever data is required can be transferred
to any channel or social media platform of the company securely.
-Building a customer friendly journey by communicating on the
communication channels with support history and context of order etc.

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Video Scheduling

The video Scheduling platform is built for personal virtual

interaction between the customer and the businesses. The platform
is secured,encrypted and compliant with AES-256 but encryption.
The platform is so easy to use that the customer does need to
download any additional app or website to use it. It supports any
browsers
The video scheduling app can be white-labelled according to the
brand need which In-turn gives a touch of the commitment that you
have with your brand.
.

 Omnichannel Widget

-Turn static pages into dynamic conversation. This widget allows the team to interact with
customers on web page , App or any communication channel the business uses.

- According to customers need rapidly answer the queries or build the automated replies for
speci c questions or Queries which not only turns the hot lead into sales funnels but also
increases the conversion rate.

- Omnichannel widget let’s customer decide where to continue the conversation on website,
email or any social media that is available .This not only gives the customer a best
experience but also helps the business to get a personal touch with their paying customers.
So again when Next time the customer visit your website or app you have documented
support chat.
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HOW DOES MESSAGE WORKS?

Message bird let the businesses use their products depending on the
need which ourishes Omnichannel communication with the customers
via any of the platform that customers wants to continue the
conversation with.

They also provide different API’s to integrate with the platform to name
a few are WhatsApp, Instagram, Email , Google business messages ,
voice and to keep the conversation into hot loop they also provide
Push noti cations.
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 AUDIENCES/ CUSTOMERS
Message bird is already a household name into messaging industry to name a fee
existing clients

-Uber

- Abott

- Domino’s

-PrimeVideo

The properties customers in India can be

- Banking institution’s ( E-KYC)

- OTT platforms like Docubay, Stage

- Practo, Tata1Mg

GTM- MARKETING
- Mouth of Word Marketing

- Creating a ecosystem of local OTT platforms in the market

- A small get together of all the brands that are into Customer centric business

- Digital Marketing

CUSTOMER SEVICE
CENTRE ASSIGNMENT
INTRODUCTION
Customer Service centre which industry is very huge in India.The
numbers and the insights below signifies how big the industry is
going to be in the coming years.The CSC industry is classified by
3 markets and the analysis is also done based on these 3 markets.
1.Market by Service Type: Finance & Accounting, Human
Resource, KPO, Procurement & Supply Chain, Customer Services
2. Market by End Use: BFSI, Healthcare, Manufacturing, IT &
Telecommunications, Retail 3.Market by Region: North America,
Europe, Asia Pacific, South America, Middle East & Africa.

 The business process outsourcing market was valued at USD 232.31 billion in 2021 and
is expected to reach USD 435.89 billion by 2028. This is attributable to the reduced
international trade barriers and improved telecommunication and IT capabilities.
Moreover, organisations are focusing on reducing the cost of conducting business to
access global resources to meet the demands of the industry. Thus, organisations are
leveraging the benefits of outsourcing and are focusing on core competencies, thereby
generating avenues in the market for business process and outsourcing.

The customer services segment held the largest market share of over 31.65% in 2021
and is predicted to register the highest growth rate over the forecast period. The
customer service are specialised in handling customer queries that are generated
through chat, email, social media, phones, and other channels. The growing
establishment of service centres that require online and offline technical support is
fueling the growth of the customer

 OPPORTUNITY
Before Covid-19 the customer services industry was like any
other industry with table-chair models having night shifts and
day shifts.But when pandemic happened everything changed
these customer service centres who never imagined that there
would be time where they have to remote too.So to run the
show this industry has to go through major transformation of
going remote and providing WFH opportunities for the
employees.
 As the market is huge the opportunity is also huge every remote setting needs a software that
promotes the growth of business.
As to run any customer services centre the must have resources are
1.Phone Systems
2.Auto Dialers
3.CRM softwares
4.Instant Messengers
5.Performance Tracker
6.Attendance/ Employee Scheduling.
7.Lead Generation

The biggest opportunity I feel right now is of eliminating all the stereotypes of BPO and
building an app that can be installed in your android or IPhone and can be phone call centre .
I would like you to introduce a startup that is disrupting this space is “Futwork” - an Indian
enterprise.

CHALLENGES
As this transformation has recently happened there are
1.

problems in adopting the new technologies on the employee

side’.
2.Very few SaaS services that give Add-on with the existing
services.( For eg Cloud talk only provides phone services but
with that if they can provide instant messengers too it will
help the CSC to take one less SaaS product)
3.Cost/pricing for adopting this SaaS is an issue.
4.Performance Measurement is a problem for employers.

THE PRODUCT
1.Cloud Talk or Fresh caller - Phone systems
2.WhatConverts or Kookoo - Auto Dialers
3.Instant Messengers : dstar or troop messenger
4.Performance Management : Time Doctor
5.Attendance/Employee scheduling : Connecteam
6. Lead generation: Lead spotting and Marketing Envy

THANK YOU