18.h Consulting is reseller of Plumb 5 for India and APAC market.
In today’s agile and complex “data driven” world customers use multiple touch-points, it is very important to engage them at every touch-point with relevance and context. In order to do that to every single customer, one have to resort to machine driven intelligent automation, which can learn and compute from past and present behavior in order to create true context and relevance in every customer’s experience.
Plumb5 is a state machine automation that understands the state of the customer (by computing customer stages, behavior and interactions), looks at a rule book to perform the next action (personalized message) and collects responses to update the behavior. Using the concept of customer strings, this loop automation constantly updates the string in real-time. The string which is consumed by touch-points, have access to real-time insights of every single customer.
This model is built-in to enable real-time engagement automation by using scores set by marketers to estimate/predict customer behavior. These predictions can help trigger personalized engagements. on how behavior scoring works.
Built over the unified customer stack, Plumb5 offers recommendation widget, which can recommend products to the browsing visitor, based on both individual and global parameters. This allows the marketer to recommend either based on context of the current session, or based on past data. To know more on enabling recommendations in real time,
Marketing attribution provides a level of understanding of what combination of events influence individuals to engage in a desired behavior, typically referred to as a conversion. With Plumb5, you can set scores for behavior parameters like page depth, page type, event type, time spend, frequency. This allows you to assign values for sessions that involve deeper interactions which could be influencing the purchase decision. about why the probabilistic attribution model on Plumb5 fares better than other fractional and single source models.
The most important aspect of Unified Stack is that data tagging starts at the customer touch-point and extends across all other touch-points by maintaining a unified document for every customer, irrespective of the touch-point. to see the advantages of the unified stack.
Plumb5 platform comes with a built-in user tagging feature that is tagged across web, email, social, mobile and SMS. The single customer view can be extended by integrating to other sources like CRM, ECommerce Platforms, Call Center data and POS systems. Unified tracking across all customer touch-points help us in maintaining insights in real-time, based on single customer data. This enables the user to configure rules and trigger targeting and personalization in real-time
The Automation bots are a set of automated triggers, where each trigger performs a specific function and the responses of the previous trigger cascades to the next trigger, based on rules or learning, to pursue a specific goal path. The bots can be customized to work on a specific conversion path.
To analyze successful conversion flows or goal paths, Plumb5 offers an inbuilt visitor flow analysis which can help you understand visitor’s journey all the way till conversion. It uses a pattern detection module to draw out flow patterns (interaction patterns) of a single user.
The platform comes with an inbuilt language parser to extract sentiment out of text and voice conversations. The proprietary model for sentiment extraction is built with rules to analyze stance shifting and depth of sentiment, which helps in achieving greater accuracy in measuring the depth of a conversation
Plumb5 profile and behavior tags can be used in conversation or personalization of messages, which can be used in customer engagement automation. Plumb5 can be readily integrated with a third party bot program built using Eliza bot framework or AIML.