Discovery needs reliable product information.
A shopper comparing products needs current specifications, availability and the conditions that affect the choice. An assistant can retrieve approved information and prepare a comparison. Its value depends on source accuracy and the customer’s actual question.
Service needs a connected order record.
After a purchase, the next useful action may be an order lookup, a sourced update or a correctly routed exception. Define the customer identity check, permitted information and the rules for consequential changes before connecting the task.
| Journey | Useful output | What to evaluate |
|---|---|---|
| Compare products | Referenced comparison | Accuracy and usefulness |
| Check an order | Sourced update or staff handoff | Completion and resolution effort |
| Prepare finance | Consistent processor records | Traceability and review effort |
Measure the outcome you intend to change.
Separate completed service tasks from commercial measures. To assess a sales effect, compare suitable customer journeys over a defined period and account for campaign, pricing and stock changes. The capability to prepare a response does not itself establish an increase in conversion.
A practical next step
Begin with a customer question supported by current product or order information. Measure service completion separately from sales, then test any proposed conversion effect against comparable journeys.
Explore capability