Expert performance
Archive
Experts are able to view all previous chats in the Archive within the Store App.
💭 How it’s used.
Experts can look back at any previous chats, e.g. if they want to take a look at how they responded to a specific question.
⚙️ How it works.
Chats in the Archive are automatically tagged to show two different statuses:
How much the customer spent following the chat if they proceeded to checkout. The total value of the sale is displayed in a lozenge.
Whether a chat is one of the expert’s top-rated chats. This makes it easy to review “best practice” examples from their chat history.
There are tabs that allow experts to only view top-rated chats or chats that resulted in a sale.
Expert Academy
After creating an account in the Store App, experts are taken through the Expert Academy. This part of the onboarding experience focuses on what Virtual Shopping is and how they can get the most out of it.
💭 How it’s used.
Merchants can be confident that experts are given a foundation of knowledge about what Virtual Shopping is and how they can get the most out of it without needing to invest in training.
Experts get an introduction to Virtual Shopping and an introduction to the various features as inclusive training for the Store App.
⚙️ How it works.
During onboarding, experts are introduced to the concept of Virtual Shopping, its benefits, and how to go available and chat.
This is followed by a practice chat scenario. First, they claim the incoming practice chat and are then guided through the experience, which includes trying out the various features of chat, e.g. sending a product card as a recommendation.
🔧 Configuration
Following the intro to the concept of Virtual Shopping, merchants can configure the onboarding to include any policies or agreements that they may want their staff to consent to before continuing with the practice chat and using the Store App, e.g. a HR policy or privacy policy.
Expert Metrics
From the Store App, experts can see various aggregated metrics detailing their performance.
💭 How it’s used.
Experts can track their progression over time, with the possibility to view these metrics on a month-by-month basis. This can motivate them to continue connecting with online shoppers through Virtual Shopping and helps give transparency over their performance.
⚙️ How it works.
Experts can see the following in the Store App:
The total number of customers they’ve chatted with.
Their total number of sales.
The total value of all sales attributed to them.
These are displayed on a monthly basis. Experts can swipe through to view the totals for each month.
FAQs
Experts can access frequently asked questions whenever they need directly in the Store App.
💭 How it’s used.
Experts can quickly get answers to any common questions about Virtual Shopping or the Store App without delay or the need to raise a ticket.
Posts
Articles published to the Store App sharing business updates, product announcements, or Virtual Shopping news with experts.
💭 How it’s used.
Merchants can publish posts to share news and announcements with their teams. These typically include important business updates, general feedback surrounding Virtual Shopping, or information about new product lines.
Experts can easily keep up to date with important news directly from HQ. Additionally, they’ll occasionally see posts directly from the Klarna Virtual Shopping team about updates to the Store App, e.g. when new features are released that can improve the way they interact with shoppers.
⚙️ How it works.
The Klarna Virtual Shopping team publishes posts with essential updates about the Store App and Virtual Shopping experience in addition to any other posts on behalf of the merchant.
Sales Attribution
Any purchases that a shopper makes within the attribution window following a chat are attributed back to the last expert to speak to them.
💭 How it’s used.
Merchants can use attribution as a way to motivate experts to use Virtual Shopping and reward experts for success.
Experts get rewarded for any sales made through Virtual Shopping, motivating them to connect with online shoppers via the Store App.
🔧 Configuration
Merchants can change the length of the attribution window in the Virtual Shopping Dashboard. It can currently be set to between 1 and 90 days.
Smart Panel
On the home screen of the Store App, the smart panel shares update about when shoppers are currently browsing online and about sales attribution.
💭 How it’s used.
Experts see when there are shoppers online who might potentially request a chat with them, encouraging them to Go Available in the Store App so that they’re ready to accept any incoming requests. Messages about sales attribution educate and motivate them to continue using the Store App too.
⚙️ How it works.
Messages highlight how many shoppers are online and may request a chat, therefore encouraging experts to go available.
Star Ratings
After a chat has ended, shoppers are prompted to rate how helpful they found the expert out of 5 stars.
💭 How it’s used.
Merchants can view overall ratings on a team, store, or individual level in the Virtual Shopping Dashboard to quickly get an idea of overall performance.
Experts can see their overall rating from all chats.
Shoppers always have an opportunity to share feedback after each chat, meaning any positive or negative experiences will be fed back directly and used to improve the Virtual Shopping experience.
⚙️ How it works.
Depending on the number of stars given, a set of possible feedback points is displayed for the shopper to choose to give a reason for their rating.
If the shopper gives 5 stars, positive feedback points are shown. Shoppers can optionally select one.
If the shopper gives 4 or fewer stars, negative and constructive feedback points are shown. Shoppers must select one in this case.
Experts can see their aggregate star rating on the home screen of the Store App. Merchants can see aggregate ratings in the Virtual Shopping Dashboard.
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