Conversations | Tracking and attribution rules

Applies to Popsell platforms starting with Version 4.4

Update Version 4.4.11 : sales attribution no longer relies on segments, but directly on chatrooms.
Update Version 4.7.2 : segments are deprecated.

Introduction

Purpose of the conversational program

The Popsell platform enables Members to chat with each other inside of the Popsell community, and to chat with customers visiting the Brand website. Thanks to the “Popsell Community Widget”, customers visiting an e-commerce website can be put in touch with Members, who will advise them via chat or video.

When a conversation occurs, the Member can be rewarded if an order is placed. In addition to online orders, Popsell is also able to track in-store purchase.

Conversations and segments

The Popsell Instant Messaging platform works as an endless conversation thread (called “conversation”). The principle is similar to that of platforms like WhatsApp or Facebook Messenger. When a conversation occurs between two members, or between a member and a visitor, it can be resumed at anytime.

Rewarding the conversations

As of version 4.4, segments are no longer used to reward conversations and attribute sales. Challenges are based on conversations, dialogues, and ratings.

Previous specifications, deprecated since 4.4 and 4.7

Solely in the case of a conversation between an ambassador and a customer, a “segment” of conversation can be created to identify a conversation about a product recommendation or a response to a request. Its sole purpose is to enable statistical analyses to be carried out (duration, number of messages exchanged, rating …). A segment is created each time the ambassador sends a request for a rating: the beginning of the segment refers to the first message exchanged, and the end of the segment refers to the rating request.

The segments enable:

To reward conversations which occurs between an Ambassador and a customer,
To reward the sales generated online on the e-Commerce web site or in shop.

Ambassadors are encouraged to ask for a rating, but this is no longer a condition for the attribution of an order. However, segments and ratings can be used in challenges (gamification rules) in order to stimulate the demand for ratings.

Sales attribution

Attribution rules

An order is attributed if at least one message is exchanged by each party (1 by the Member and 1 by the customer), prior to the order.
- In case of phygital conversations, a message from the visitor is automatically created to reflect that the conversation was initiated in person.
The last message must have been sent within the deadline
- For example, if a delay of 2 weeks is applied, and the last message is sent 3 weeks before the order is placed, the order will not be attributed.
- If the last message is sent 1 week before the order, the order will always be attributed. Even if the previous message was sent 3 weeks before.
Attribution is made regardless of whether the last message may have been sent by the member or by the visitor.
Should a visitor chat with two different members before placing his order, the sale is assigned to the dialogue that has the most recent message before the order is placed.
Attribution is made regardless of the status of the Member.

Real-time and offline attribution

When orders are placed online, a first check is made whether a dialogue was made.

When an order is placed online, an initial check is made to see if a dialogue had already taken place, with at least one message exchanged by each party. If so, the sale is attributed to the Member.

Of course, an online order or an in-store purchase will be attributed only if the dialogue was initiated before the time of purchase.

Previous specifications, deprecated since 4.4

Every night, another check is performed to check whether an order has been placed before the segment has been created. For example, if an ambassador helps the customer until he has finished placing his order, the conversation ends after the order, and the segment is created after the order. But as the conversation started before the order was placed, the sale is attributed to the Member (the attribution is based on the email address of the customer).

In-store purchase

If store purchases are synchronised with the Popsell platform, a night check can be performed, based on the identification of the visitor (thanks to his email address).
If a dialogue was made on line prior to the purchase, the sale is attributed to the Member.