Case-Study

3 minutes to read

Jul 03 2023

Increase in Up-Sales and Average Order Value: Voice Bot by BSG Case

Polina Bezrukava

Upselling is a strategy used to increase customer lifetime value, potentially offering savings of up to 400% compared to the cost of acquiring new customers. It helps to outperform the competition without spending extra money on marketing. Therefore, the BSG voice bot was implemented to overcome these hurdles in the BeautyGlow Cosmetics case.

About the Project

Upselling can manifest in multiple ways, such as offering additional purchases or simply suggesting add-ons in the final stages of sales. However, in such cases, it is essential to focus on accurately understanding customers’ needs so they can make informed decisions.

Conversational AI can enable a brand to achieve the desired returns through a higher average order value. As in the case of BeautyGlow Cosmetics, a voice bot was created to make personalized calls to customers who have placed orders, offering additional products that perfectly complement their already purchased items

Challenges and Project Goals

The brand-consumer relationship significantly relies on effective mechanisms that companies use to deliver customized and contextualized user experiences, such as innovative voice bots. In the case of BeautyGlow Cosmetics, BSG sought effective ways to achieve the desired outcomes:

• Poor sales personalization. Utilizing generic sales strategies, the company struggled to recognize the unique needs, preferences, and pain points of each client.
• Lack of opportunities for cross-selling. A deficiency in technological capabilities prevented BeautyGlow from timely offering supplementary products or add-ons based on customer interests.
• Ineffective communication with customers. The lack of clarity, timely responses, and customized engagement led to the loss of customers.

The main goal of the project:

The primary objectives of BSG in this project were to boost sales by at least one-third of current earnings, create a comprehensive system for offering add-on products, and effectively finalize additional customer agreements.

Voice Bot Solution to Customer’s Challenges

The BSG Voice Bot built a plan for addressing the mentioned challenges and increasing the average order value by taking advantage of the following solutions:

• Implementing AI for cross-selling and up-selling. BSG leverages advanced algorithms and data analytics to identify relevant product recommendations.
• Building strong business-consumer relationships. The Voice Bot usage led to the creation of a strategy for further sales.
• Enhance personalized customer communication. This move turned to an increase and customer satisfaction levels.

Business Value Delivered

As a result of the implementation of the Voice Bot into the BeautyGlow website, the following results were achieved:

• Increased up-sales in the cosmetics store. This subsequently led to an increase in company revenue.
• Increase the average order value by 34%. It also helped to increase the average income per transaction.
• Successful closing of additional transactions. We also managed the confirmation of order details, which contributed to accurate information and reliability of purchases.

Final Take

The Voice Bot by BSG company has demonstrated exceptional results by increasing the average order value by a solid 34% and meeting the client’s expectations in increasing the client’s up-selling and cross-selling profit. As a result, the client-brand relationship was significantly strengthened, illuminating the need to invest additional money in marketing to attract new customers.