Conversational | 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.
Purpose of the conversational program
The Popsell platform enables Brand Ambassadors 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 Brand Ambassadors, who will advise them via chat or video.
When a conversation occurs, the Brand ambassador can be rewarded if an order is placed. In addition to online orders, Popsell is also able to track in-store purchase.
Chatrooms and segments
The Popsell Instant Messaging platform works as an endless conversation thread, called “chatroom”. The principle is similar to that of platforms like WhatsApp or Facebook Messenger. When a conversation occurs between two ambassadors, or between an ambassador and a customer, it can be resumed at anytime.
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 (number of conversations, response time, 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.
Rewarding the conversations
The segments enables:
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.
An order is attributed if at least one message is exchanged by each party (1 by the Ambassador and 1 by the customer), prior to the order.
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 ambassador or by the customer.
Should a customer chat with two different ambassadors before placing his order, the sale is assigned to the chatroom that has the most recent message before the order is placed.
Real-time and offline attribution
When orders are placed online, a first check is made whether a conversation was made.
When an order is placed online, an initial check is made to see if a conversation had already taken place, with at least one message exchanged by each party. If so, the sale is attributed to the Ambassador.
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 Ambassador (the attribution is based on the email address of the customer).
Of course, an online order or an in-store purchase will be attributed only if the conversation was initiated before the time of purchase.
If store purchases are synchronised with the Popsell platform, a night check can be performed, based on the identification of the customer (thanks to his email address).
If a conversation was made on line prior to the purchase, the sale is attributed to the Ambassador.