Gadget & Gear is the most premium & multi-branded omnichannel retail in Bangladesh. In 10-years timeframe, there are 23 premium outlets of G&G in Dhaka.
Including a fully functioning e-commerce site G&G maintain all other online social media platforms: Facebook, WhatsApp, Instagram & LinkedIn.
The wide range of international premium brands gadgets & accessories collections, starting from Apple, Samsung, OnePlus, Xiaomi, Vivo, Oppo, Huawei, Skull Candy, JBL, Bose, Edifier, DJI, Amazfit, Belkin, Spigen, SwitchEasy, etc.
CommEngine is a Data-Driven 360° CRM that promises you to Track, Trace, Organize and Map each social media Communication & Customer intuitively with complete visibility.
CommEngine supported & partnered by Robi Axiata and Microsoft.
CE awarded with National ICT Award at 2019 & Bangladesh Innovation Award 2021
What kinds of challenges are faced by G&G?
Gadget & Gear has faced some challenges with Social media Communications. They are as follows-
- Difficult to manage 100% Social Communication
- No Actionable Social & Retail customer database
- Significant missing Sales & Support lead management
- Missing order from Social media tracking and management
- Social listening & Market Monitoring Missing.
- Less owned source for BI & data driven action.
How can CommEngine help to mitigate the Challenges and achieve the goal ?
- Response & Follow-up Management: The step-by-step response operation of CommEngine Tool allows the Response agents to work mindfully, and accordingly, special communications can be follow-up within the system. Collaborate with the team effectively to respond to each conversation quickly. Turn social audiences into brand loyalists and advocate customers.
- Customer Profiling and actionable Database: The AI base customer profiling creates a lifetime asset for brands. And the user tagging feature will generate a segment wise customer database that will help to narrow down the target audience for further re-engagement campaigns. In addition, continuous data-check and combining from multiple source data included. AI based tools correlate all the data from multiple sourced with social data.
- Lead Management: With the Lead Management System at CommEngine, G&G can easily nurture the Merchant and various Leads (sales, services, support) that come to social media.
- Issues Management: CommEngine has a tagging feature that will help to segment all the communication regarding complaint, compliment, support, service etc.
- Order Management: For Product & Service order based brands its important to create conversational order direct from messenger & push in own CRM/Site.
- Re-Engagement: Profiled and included end customers can be re-targeted from CommEngine with intelligent retargeting campaign solutions through – SMS, Email, Facebook Post, and Comment. G&G can broadcast offers for their own brand product through the CommEngine tool to the multiple sourced prospective customers.
What are the key benefits of getting G&G by CommEngine?
- Productivity: Ensure zero messing communication mindfully and minimize agent disruption which increases agent efficiency by 20%.
- Incremental Sales: CommEngine can help to convert each and every social opportunity to Sales lead which impact on sales.
- Management Visibility: CommEngine real-time Dashboard will give the visibility – Total Communication Status & Communication Trends, Count of the new Consumers & Segment-wise consumer acquisition, Engagement Stats, Agent performance analytics in between dates
- Reporting for Supervisor: CommEngine Tool Generate Automated reports on Agents KPI and SLA, First/Handing Response time ; that reduce the work hour of an MIS & all the reports will help in decision making & business growth. Our partners usually save 04-Mandays per brand with a maximum of three social media pages.
- CXM Strategy: CommEngine provides customers with a Customer Experience Management Communication flow book for business growth, where communication strategies, tagging suggestions, etc. are covered in detail.
- Support Flex: CommEngine is best for tremendous support, training & supervision
Brand Communication Persona Analysis for G&G
G&G has turned into a trusted platform among tech-savvy people, a wide range of international brands, fast delivery service, genuine products and the official warranty facility, which ultimately ensures a phenomenal & premium experience.
- Gadget & Gear is one of the multi-branded retail chain outlets in Bangladesh and the Apple Authorized Reseller.
- G&G is a renowned name to all, for their authenticity & top-notch quality.
- Consist of a community and target group of most aware consumers.
- Basket size of each lead is significantly higher.
- More than 20% communication can turns to a lead from social / digital.
- Customer decision time for a lead is nearly a day to month.
- Profiling extensive supporter group and keep engaging is a key.
- Serving top aware TG and one-stop support & service management will create conversational brand image.
To be with the count and listen to your clients, social media management is the best solution for analytics and data-driven decision.
CommEngine Growth Solution Modules for Brands
- Social Media Query Management
- Social & Retail Customer Profiling
- Integrated Re-Engagement Campaign
- Team Analytics & Insights
- Sales/Support Lead & Order Manager
On-Demand Business Intelligence & Social Monitoring.
Future discussion Scope in queue
- We will discuss about Your brand persona and how CommEngine can fit in there
- Customer Brand Social Customer Profiling & Communication Fulfillment Roadmap
- Finally how growth solution can help you in every single possible way.
- Active free trial for piloting with proper demonstration.
