End Customer Flow

1. Scope

The scope of this process is to display the main sections through which the end user navigates and interacts, whether to resolve inquiries or make direct purchases. These are the different functionalities that the system provides to offer a good user experience and meet the customer's needs:

• Get to know the brand, history, and company content.

• Explore the product portfolio.

• Request support.

• Register as a customer.

• Register as a representative to become part of the company.

• Make purchases.

• Request post-sale support/service.

• Access the academy for learning resources.

• Offer sales and support services, among others, through the chatbot.

1.1. SW Coverage

Ways of Interaction:

• Corporate Site

• Standard Replicated Site

• Influencer Replicated Site

• Web Interaction

  • Content

  • Products

  • Contact Us

  • Purchase

  • Registration

  • Customer Service

• Academy Interaction

  • Courses

  • Evaluations

  • Reports

• Chatbot Interaction

  • Self-service

  • Contact with an Advisor

  • Transactional

2. Definitions

It is essential to understand the functionality and purpose of the main interaction components available to the end customer, so that the company can make the most of each of these sites, managing the customization of the corporate image according to its business model.

What is an e-commerce?

An e-commerce is based on the functionalities of online product sales, with the focus on enabling users to make purchases of these products, adding them to the shopping cart, and completing the transaction online, using various payment methods such as credit cards, payment integrations like PayPal, among others. 

What is the corporate site?

The corporate site is the main e-commerce platform of the company, where general knowledge about the company is provided, and services for selling their products are offered.

What is a replicated site?

A replicated site is a copy of the corporate site. It has the same functionalities as the main corporate site, but as a distinctive feature, it has a personalized URL to identify the code or ID of the representative to whom it belongs. It contains the main information of the person/influencer to whom the company wishes to give greater focus and prominence.

What is E-learning?

E-learning is a learning tool focused on training the company's personnel. The end customer can access this site to get a general overview of the information that the company publishes, such as general interest topics, product information, brand, lifestyle, and corporate communication guidelines, among others.

What is a Chatbot?

A Chatbot Service is a software solution capable of simulating communication with a person to facilitate the company's sales processes through messaging channels such as WhatsApp, Telegram, Instagram, among others. 

What is a multilanguage site?

A multilanguage site is one that allows flexibility to change the site's language and the format of other configurable components such as currency, products, etc., according to the selected country or language.

3. Key features functionalities

3.1. E-commerce

• Multi-country & multi-currency: For each country, users can find products from a catalog with their respective currencies to achieve a better user experience and flexibility.

• Wishlist: This functionality allows buyers to create personalized collections of products they wish to purchase and save them in their user account for future reference.

• Nearest Stores: The option to view the locations of the company's physical stores is available (in case physical retail points are available).

• Product Search: For a more agile and quick product search, users can utilize the centralized product search, using keywords or references to find what they are looking for. The search function allows searching with uppercase, lowercase, similar words, special characters, and tags associated with the product.

• New and Featured Products: This functionality enables the creation of carousels on the site, allowing users to see the best products of the company, stay informed about new product launches, and easily add them to their shopping cart.

• Comments and Ratings: To facilitate future analysis of experiences and performance, users can rate and leave comments about products, sharing their overall experience, product quality, or general questions.

3.2. Corporate site and replicated site.

• Multilanguage: Allows displaying the site's content in different languages to provide greater flexibility for customers accessing the site.

• Customized Sites: The sites are personalized according to the model defined by the company. They have the same functionalities as the e-commerce platform, with the addition of a personalized focus: A Corporate Site with a company-focused approach, and in replicated sites, the focus is on the consultant's information.

• Contact Us and Customer Service: Enables both registered and non-registered individuals to communicate with the company to resolve inquiries. They can be subsequently assisted by the customer service team to handle any necessary management.

• Registration through Different Channels: Customer and consultant registration can be done through the corporate site, replicated site, chatbot, administrative site (Backoffice and Backend), and additionally, there is the option for end customers to register to become a consultant/distributor for the company.

• Post-sale Service: Consultants and end customers will have their own portal to track their placed orders, manage returns, or address any post-sale inquiries.

• Academy Site: An academy can be set up for sales personnel training to enhance their performance within the company while also managing general knowledge content about the company.

3.3. Chatbot

Customer Service and Self-Service:

• Contact Service: Users can send inquiries or questions through the chatbot to be handled later by the customer service team.

• FAQ Consultation: This functionality allows users to query the most frequently asked questions using keywords to quickly resolve their doubts.

• Direct Interaction with an Advisor: If necessary, the conversation can be escalated to a real-time customer service agent.

Transactional Service:

• Sales through Digital Catalog: Users can make purchases and create direct orders through the chatbot conversation.

• Company Enrollment: Both end customers and consultants can register through this channel, applying the necessary validations or conditions required by the business rules for successful registration.

• Purchases and Tracking: Customers or consultants can place orders and track them through the Chatbot channel to inquire about the details and status of each order.

3.4. Customer Portal

• Order Tracking: Customers can trace their placed orders, access all related information, and check their current status.

• Movement History: Customers can view all their past orders, invoices, returns, payments, and personal information, among other details, from their portal.

• Returns and Exchange Management: Through the portal, customers have the autonomy to request product exchanges and/or returns.

• Customer Service Case Generation: Customers can create support tickets and track the handling of their inquiries and issues from the portal.

4. ​Conditions

For the proper use of the software functionalities, it is necessary to have the following technical and/or business elements defined beforehand:

• Brand Manual: Defining the structure, form, logo, proper use of the brand, and typographic styles to include and maintain the company's essence and philosophy.

• Content Plan: Defining the focus and objectives of the content that will be covered.

• Content Maps: Defining the type of content to be used (images, text, videos, menu structure). Having a clear content plan is essential for this configuration.

• Graphic Schemes: Defining and covering graphic schemes to establish main ideas, points of interaction, and flows that the end customer will go through.

• Registration Type: Determining what type of registration form will be used (short or long) and defining the sites where registration can take place (Web, Contact Us, backend, Backoffice, chatbot).

• Scope of Interaction Functionalities: Identifying which interaction functionalities apply to the business model, such as e-commerce, chatbot management, replicated sites for consultants or influencers.

• Communication Channels: Defining the means of contact with end customers (email, web form, helpline, among others).

5. ​The functioning of S4DS Platform

5.1. ​Customer Journey

Benjamin meets Juan Carlos, a representative of ABC LLC company, who tells him about his exciting new business where he represents the products offered by the company. Juan Carlos shares with his friend Benjamin information about the excellent products and the incredible life opportunity he is having with them.

Juan Carlos provides Benjamin with his personal information, social media profiles, and a link to visit his website as a representative of ABC LLC.

Motivated, Benjamin clicks on the link shared by Juan Carlos and starts interacting in different ways, seeking to obtain:

Knowledge about the company and its products:

• Benjamin begins browsing the website.

• He finds brand content and product information.

• He reads about the company's history.

• He becomes interested and engaged with the brand and its products.

Support and resolution of inquiries:

• Benjamin starts considering purchasing products.

• During the browsing, he has questions about the products and needs to resolve them.

• Benjamin contacts the support tools/tickets, which connect him directly with Juan Carlos and/or the company's customer service department.

Purchase:

• Benjamin is ready to buy the products that caught his attention.

Registration:

• During the purchase process, Benjamin will be asked to register to successfully complete the transaction.

Post-sale:

• After making the purchase, Benjamin tracks the status of his order until he receives it satisfactorily.

• If he encounters any issues with his order, he can request a return or communicate again with customer service.

After receiving the order, Benjamin can:

• Rate his purchasing experience.

• The knowledge created from his purchase will help others learn about the effectiveness and experience of acquiring products from the company, providing valuable feedback to the company about the service offered.

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6. Configurable elements

The following are the elements to be configured in the software. This document aims to describe the scope of the software, and all the configurations required to activate the flows mentioned in the document will be described in the documents of the modules that will be discussed later.

6.1. Main Configurations

• Configuration of CMS according to the content

• Configurations of communications according to the Marketing module

• Parameterization of fields for connection with the chatbot.

6.2. Configuration of related modules

• Activate replicated sites for consultants (if applicable according to the company's business model).

• Configure the portfolio and products for the e-commerce catalog.

• Set up required fields for consultant and end customer registration.

• Establish which fields are necessary when communicating with the company.

• Determine templates to use for sending emails when creating a ticket.

• Handle the Chatbot (Account creation, only if the chatbot is applicable according to the company's business model).

• Manage Message Bird (Account creation).

• Configure roles and permissions for users.

7. Detailed Scope

7.1. Ways of Interaction

Benjamin can interact with the company through various channels, which will allow him to learn more about the products and/or services, how to contact the company, complete the registration process, make purchases, and track his orders, among others. This can be done through:

• Corporate Website

• Consultant's Replicated Website

• Influencer's Replicated Website

• Chatbot

7.1.1. ​Website

7.1.1.1. Corporate Site

The corporate website is the main site of the company, where Benjamin will have the opportunity to access detailed information about the company, view the details of all its services and benefits, make purchases, and track them. Additionally, he can directly contact the company to have the best customer service experience and resolve all his inquiries.

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7.1.1.2. ​​Consultant Site

Lili Gomez, a consultant of the company, communicates with Benjamin to showcase her products. She can do this through her personalized site, which allows her to attend to her own clients in an environment assigned to her consultant code, having the same functionalities as the e-commerce platform. Additionally, it enables her to share the sale of her products and/or services in a simpler and more personal way through a personalized URL that can be sent through various channels.

On this site, Benjamin will have the opportunity to:

• Access all the content from the corporate website.

• Obtain the contact information of the Consultant.

• Contact the Consultant directly.

• Purchase products and enjoy various functionalities offered by the company.

7.1.1.3. Influencer Site

If the company has any highly influential personnel or representative with an influencer profile and wishes to promote their potential, they can provide them with an influencer site. This site contains the same functionalities as the e-commerce platform but with the difference that it focuses on highlighting the prominence of the personnel/representative, their lifestyle, and their story to create a greater impact on customers and make them identify with the consultant.

In this site, Benjamin will have the opportunity to:

• Access all the content from the Corporate Site.

• Access all the content from the Consultant's Site.

• Learn information that the influencer wants to highlight about their story, lifestyle, and relationship with the products.

7.1.2. Website Interaction

7.1.2.1. Knowledge of the company and its products

As Benjamin navigates through the website, he gains a greater sense of closeness to the organization by learning about its products, accessing all the information in one place, sharing the content with others, experiencing the company online, and even having the option to join as a distributor.

7.1.2.2. ​Site Characteristics

To facilitate catalog and product navigation or the purchasing process, there are various functionalities available on the site that help improve the user experience. These include:

• Multi-country and multi-currency catalogs: This functionality allows Benjamin to have a better experience on the site, as he can browse the company's services according to the language and/or currencies with which he feels more comfortable.

• Product catalog listed, language, and currency based on the selected country.

• Catalog Sorting

The company can choose the default order in which products will be displayed in the web catalog. This is achieved through the "Page" and "Sequence Order" fields in the modal when adding a new product to a catalog from the Backoffice catalog manager.

For example, if the company wanted to have themed days based on product color, on "Orange Day," they could configure the products in such a way that those with the orange color characteristic will be shown in the first positions of the first pages by default. This will promote and facilitate their sales.

Additionally, if the user Benjamin wants to change this default order, he has the option to use the "Sort by" filter, with which he can choose to arrange the products according to the following options:

• Featured Products.

• Categories.

• Price from highest to lowest.

• Price from lowest to highest.

• Discount from highest to lowest.

• Discount from lowest to highest.

The products can also have specific tags or labels, such as:

• New.

• Discount.

• Free Shipping.

• Custom (which can be named with any text, e.g., "PreCyber").

• Catalog Filters

This functionality allows Benjamin to perform searches according to his needs, whether it's to find the most relevant products or filter by higher/lower value, among others. Some of the available filters are:

• Featured Products

• Categories

• Price

• Discounts

• Price Ranges

• Color

• Size

These filters are always located on the left side of the catalog:

• Search Functionality

This feature allows for easy and quick searching in case Benjamin wants to look up or find a specific product. It enables searching with special characters, lowercase and uppercase letters, product tags, and similar words.

• Favorites - Wishlist

The Wishlist feature allows Benjamin to save his favorite products for future purchases and find them more quickly and easily in the future.

• Promotions and Discounts Management

This functionality allows Benjamin to stay informed about the various offers and promotions available on products to increase his interest in making a purchase.

• Best-Selling Products

This functionality allows Benjamin to see which products are the best-selling by the company, based on sales statistics, and stay informed about newly launched products.

View of New Products

Benjamin can access a view that showcases newly launched products.

View of Related and Complementary Products

This feature enables Benjamin to explore related and complementary products that go well together with the items he is interested in.

• Product Details and Available Extra Material

The product details include:

• List of Prices

• Color Options

• Quantity Availability

• Comments and Ratings

• Quick Purchase with Selectable Pickers

This functionality allows Benjamin to view the available colors or characteristics that can be selected for a product. When he clicks on a picker to make a selection, the product image changes to show a preview of the chosen option. From there, he can directly add it to the shopping cart.

• Product Labels

This functionality allows Benjamin to see the main selling features of a product in the catalog. The available labels are: New, Discount, Free Shipping, and a customizable Generic Label!

• Carousel Labels

This functionality allows Benjamin to see the main selling features of a product in the carousel. The available labels are: New, Discount, Free Shipping, and a customizable Generic Label!

7.1.2.3. ​Contact Support

Providing a good user experience is a priority, especially when they need assistance or help to perform an action. In the contact area, Benjamin can communicate directly with the organization.  

A ticket will be created, and the designated customer service personnel can manage the request to address the inquiries presented.

7.1.2.4. Purchasing

Benjamin can browse the catalog, view categories, access product details, rate, and leave a comment on the product.

7.1.2.4.1. Adding product to the shopping cart.

When Benjamin reaches this point, it is necessary for him to either log in as a guest or register. If he is a previously registered user, he can simply log in and proceed with the purchase.

7.1.2.4.2. ​Checkout

Once he has logged in, Benjamin can continue with the purchase process. He can view available offers, change the shipping address, apply coupons, and proceed to complete the payment.

7.1.2.5. ​Registration

When Benjamin chooses to register on the platform, he will have access to various functionalities such as purchasing, tracking his orders, checking the status of generated inquiries, and contacting the referred consultant.

The registration process can be done through:

• Self-service and self-registration channels from:

  • The corporate website

  • Replicated sites.

  • The chatbot

These registrations have some characteristics:

• Geolocation / Mapping: Through the integration of the platform with Google Address geolocation services, the user can be presented with a map showing the location. Additionally, while entering address details, the system can automatically suggest auto-filled information for the fields, facilitating the user experience.

• Captcha: The software can prevent the creation of fake accounts by automated systems such as computer robots. To achieve this, it is possible to enable Captcha systems like Google's and instruct the system to identify which users correspond to real individuals who are completing the registration process.

7.1.2.5.1. ​End customer registration

The end customer has the option to either register with the company or continue as a guest to complete the purchase on the site. Both options can be enabled, or the option to register can be provided to obtain additional information from the end customer.

Registering as a guest is different from a complete registration as it does not require the user to create a username and password. If a user chooses to continue as a guest during their first purchase, upon returning for a subsequent purchase, they won't have a username and password. Instead, a temporary access code will be sent to their email, allowing them to proceed with their purchase.

The registration process includes:

• Completing the Form: By filling out the required fields and submitting it, the user gains access to all functionalities.

• Software Validations: The system performs validations to check for pre-existing records (email, username, etc.).

• Password Recovery Functionality: If the user has registered previously and forgets their login details, there is a password recovery option available.

• The form offers two options: a short registration and a long registration. The short registration asks for basic information, while the long registration includes extended fields to obtain additional customer information. The long registration is only applicable without the option of registering as a guest.

7.1.2.5.2. ​Switch from end customer to consultant

This registration offers Benjamin the opportunity to become a part of the company by representing and promoting its products. He can register as a consultant through the following methods:

• Filling out the consultant registration form.

• The system detects the customer's status and offers the option to become a consultant.

• Contacting the company to undergo the formal registration process.

He can also become a consultant by purchasing a membership or a kit. The system can automatically change the user's role from a regular customer to a consultant based on predefined business rules. For example, if the customer places an order for a specific product or membership, the system evaluates it and changes their role to that of a consultant.

7.1.2.6. ​To Access the After-sales Service.

Once Benjamin is registered on the platform, he will have access to his portal and be able to manage all his activities and personal information. Additionally, Benjamin will have the ability to perform various actions to have his own space for tracking and controlling his orders and personal details.

The following are some functionalities that Benjamin can have in his portal (subject to the role access granted by the company):

After-Sales:

• Create, finalize, and/or edit orders: Benjamin can create orders from the e-commerce platform and do the same from his portal, allowing him to access multiple functionalities in one place.

• If Benjamin wants to add more products or units, or even remove products he had previously added to the order, he can modify it. The company can configure roles and access based on their business rules and specify the type of modifications allowed with personalization.

• If Benjamin couldn't complete an order for distinct reasons, it will be saved in his order history as a Draft. He can access and complete it, continuing the editing process from where he left off.

Benjamin will be able to access and review his order history, view the products in each order, and examine all the related information in detail. Additionally, he will have the option to rate and provide feedback on his shopping experience for each order.

• Additionally, Benjamin will have the ability to rate the shopping experience, leave comments about the order, and request support for any potential issues with the order and its products.

• Customers have the option to initiate returns and/or exchanges from their portal, on the orders screen, giving them autonomy for managing their business.
  Once a return is authorized, it automatically generates a credit note in the customer's account, deducting the value or leaving it as a credit balance.

7.1.2.7. ​S4 Academy Access

Benjamín can access S4 Academy, an interactive tool where the Company publishes engaging and complementary information to what is available on the Website. It serves as a digital training portal, offering content such as general interest information, tutorials, product details, brand information, lifestyle content, sales training, and training on the customer compensation plan, among others.

7.1.3. Chatbot

The Chatbot channel is a software solution capable of simulating communication with a person, facilitating the company's sales processes and enabling direct interaction with customers, independent sellers, and collaborators through their preferred channels. These channels include WhatsApp, Telegram, Instagram, Direct, Line, Messenger, Viber, WeChat, among others.

Customers (and all other actors) will be able to interact in different ways:

• Self-service

• Transactional interactions

• Escalation to human agents

7.1.3.2. ​Self-attendance model

Benjamin can interact with the Chatbot by requesting information about the company through pre-defined messages configured in the system. The system can be designed to provide personalized and friendly responses that mimic human interaction, in line with the brand's identity, through:

• FAQs (Frequently Asked Questions): The Chatbot can provide answers to commonly asked questions, offering quick and helpful information to users.

• Basic Responses: The Chatbot can handle simple queries and provide standard responses based on the user's input or context.

• Incident Logging: The Chatbot can log, and record incidents reported by users, ensuring that their issues are appropriately captured and forwarded for resolution by human agents, if needed.

7.1.3.2.1. ​Frequent Asked Questions - FAQS

Benjamin can also inquire about frequently asked questions. To do so, he simply needs to type a keyword related to the information he wishes to search for, and the chat will display the relevant options for him.

7.1.3.2.2. ​Create an issue to be attended

Through the chatbot, Benjamin can generate a ticket for an advisor to attend to. Additionally, he will have the functionality to track the responses related to the generated ticket and the status of his request.

7.1.3.3. ​Model - Transfer to human-agents

If Benjamin needs more personalized assistance or prefers human interaction, the chatbot can directly connect him with a live advisor in real-time. This person, who is an employee of the company, takes over the conversation and handles the resolution of queries.

7.1.3.4. ​Transactional Model

The chatbot functionality is very similar to what is available on the website, making the process and management of transactional processes (orders) much easier for the user. Additionally, all information related to orders, purchases, or tickets submitted through this channel is updated in real-time on the web platform and can be accessed through the customer portal, by representatives, or the company. 

The chatbot allows users to:

• View the Catalog

• Register

• Place Orders

• Access Order Information and Personal Details

7.1.3.4.1. ​Product catalog access

Upon accessing the catalog, Benjamín can view all the products offered by the company, including prices, images, and detailed product information. From there, he can make purchases, either for an advisor to take the order or to place the order directly himself.

7.1.3.4.2. ​Registration

To complete the registration, the most relevant information of the user is requested: Personal Information Name, email address, address, etc. Validations All fields have the necessary validations to ensure a successful registration Finally, all the entered information will be listed for validation purposes.

7.1.3.4.3. ​Purchase

Benjamín has 2 options to add items to the cart:

• Through the catalog: This facilitates the purchasing process as it allows him to add preferred products to the shopping cart and then send the message in the chat. This automatically initiates the order with the provided information.

• Through an advisor: The advisor can take Benjamín's order by entering the product code and the desired quantity, and then continue with the purchase flow.

7.1.3.4.4. ​Placing order.

• Login: The login is done using the identifier configured for accessing the system. It can be an identification document, username, or internal code, based on the business's definition. Each person is assigned a unique identifier.

• Email Validation (Two-Factor Authentication): The first time Benjamín logs in, a verification email will be sent to the registered email address as a security measure to confirm his identity. This process ensures that the correct user is accessing the system. If Benjamín has logged in before, the verification code will not be sent again, allowing him to log in instantly.

7.1.3.4.5. Order Tracking

Benjamín will also be able to track the payment status of his orders and have a more comprehensive overview of all his transactions.

7.1.3.4.6. ​Query personal information and movements

Benjamin also has the option to view and check personal information such as balances, points, orders, etc.

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