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[SPEAKER_00]: The future of shopping on the shopping journey in general is going to be more personalized, more intuitive and AI assistance in general will become part of our day to day life, however, we still need human support.

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[SPEAKER_00]: It both needs to go hand in hand.

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[SPEAKER_00]: I mean, I don’t think we can trust fully AI here.

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[SPEAKER_02]: It’s the e-commerce master plan podcast.

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[SPEAKER_02]: Here to help you solve your marketing problems and grow your e-commerce business.

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[SPEAKER_02]: Cutting through the hive, to bring you inspiration and advice from the e-commerce sector and beyond, here’s your host, Chloe Thomas.

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[SPEAKER_03]: Hello and welcome, it’s great to have you here.

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[SPEAKER_03]: Thank you for hitting play and choosing to listen to one of our inspiring guests.

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[SPEAKER_03]: In this episode, I get to catch up with the awesome team from DoFinder.

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[SPEAKER_03]: The talk about AI at the moment is far greater than the number of brands using AI.

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[SPEAKER_03]: So,

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[SPEAKER_03]: In this episode, we’re going to be getting super practical to try and shift the balance on that, to try and help a large swathive work out one way in which you should be using AI in your business on the front end of your business and give you some clear guidance as to how it could help you out.

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[SPEAKER_03]: So we’ve teamed up with D-Finders, do this to bring you kind of the ins and outs of how to unlock.

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[SPEAKER_03]: One of what I think is one of the most powerful opportunities with AI, AI assistance on the front end of your store.

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[SPEAKER_03]: We, I think it’s powerful, as you’ll hear me reiterate in the episode, because for AI search, you’ve got to be improving all your product data.

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[SPEAKER_03]: And AI assistance on the front end of your store needs great product data.

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[SPEAKER_03]: So

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[SPEAKER_03]: doing that work, why wouldn’t you leverage it in every angle that you can?

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[SPEAKER_03]: We’ll be going into five big wins you can get from an AI assistant on your store and I think I use the word Holy Grail too many times in this episode and I nearly used a lot more because this is some stuff which is going to solve problems that we’ve had for decades and I really do mean decades in the industry.

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[SPEAKER_03]: So have a listen.

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[SPEAKER_03]: Get clear on what the potential is here and then have a go at doing it, I suppose.

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[SPEAKER_03]: Please listen to the end because both my guests are sharing a top tip each in each question and they have some brilliant answers for you and some brilliant takes on the top tip rounds so you really don’t want to miss that either.

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[SPEAKER_03]: and now to introduce our special guests.

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[SPEAKER_03]: Yale and Anna from Doofinder.

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[SPEAKER_03]: Doofinder has been helping e-commerce brands improve product discovery and search experiences for over 15 years.

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[SPEAKER_03]: Today more than 10,000 online stores worldwide use the platform to create faster, smarter, and more intuitive shopping experiences through AI powered technology.

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[SPEAKER_03]: Hello, Yale and Anna.

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[SPEAKER_00]: Hi, Chloe.

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[SPEAKER_00]: Nice to be here.

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[SPEAKER_03]: so cool to have you both on the show um love a bit of AI chat, love a bit of customer service, chat, love a bit of conversion realization, chat and personalization.

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[SPEAKER_03]: We’re going to be dripping in that in this interview, I know.

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[SPEAKER_03]: But before we get into all of that very, very juicy stuff, I’d love to know how you each got into this world of e-commerce.

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[SPEAKER_03]: So um yeah, can we start with you?

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[SPEAKER_03]: How did you end up in e-commerce?

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[SPEAKER_01]: Of course.

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[SPEAKER_01]: So my story is quite straight to the point.

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[SPEAKER_01]: My first job as a student wasn’t e-commerce for an online store when I was in my early 20s.

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[SPEAKER_01]: And I really loved that job.

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[SPEAKER_01]: So for me ending up in a e-commerce sauce, which do finder is it’s just a very natural extension of that first experience.

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[SPEAKER_03]: Just been the whole way, very cool.

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[SPEAKER_03]: And with that client-side experience is one in the mix.

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[SPEAKER_01]: Yes, that really helps, because it’s cool to see basically in technical terms from the both the front and the back end, what this industry is like.

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[SPEAKER_03]: Very cool, and Anna, how about you?

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[SPEAKER_03]: Similar or different?

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[SPEAKER_00]: A bit similar actually.

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[SPEAKER_00]: I got interested during my university studies in e-commerce and especially in that field.

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[SPEAKER_00]: I wrote my bachelor’s thesis about it.

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[SPEAKER_00]: So I had the theoretical part about brands and customer education and eventually I went up to an enterprise software Oracle ERP systems selling those and through do finder I made a switch to marketing and to the

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[SPEAKER_03]: explore more of that and i’m very happy it’s very it’s a very nice space to be honest it is but you’re you’re definitely one up on me my bachelor’s thesis was on medieval queen ship

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[SPEAKER_03]: not usually relevant to the world of e-commerce, right, and definitely not relevant to the world of AI and shopping assistance.

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[SPEAKER_03]: So we’re going to get into five big wins you get with AI shopping assistance, but before we get into the five before we start to reveal them, what are shopping assistance?

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[SPEAKER_03]: You know, where does this kind of line lie around what isn’t isn’t an AI shopping assistant?

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[SPEAKER_03]: Anna, can I throw that one at you please?

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[SPEAKER_00]: Yeah, basically a lot of people confuse that actually because they think it’s like a regular checkbot, which it’s not it’s really, you can imagine like a human assistant, it’s just a shopping assistant in your store interacting with you and understanding the human language, basically.

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[SPEAKER_00]: It can help your store in many ways and do find a launch this year the AI assistant where we really want to showcase also what are the big wins that you can achieve when using this tool because it’s so different that what you’ve seen before.

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[SPEAKER_03]: It’s what we keep finding with AI isn’t it?

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[SPEAKER_03]: It’s like, okay, you’ve got the tool, but you need to know how to use it.

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[SPEAKER_03]: And so many people are brilliant.

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[SPEAKER_03]: I’ve got the one that converts my voice into text.

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[SPEAKER_03]: It’s like, you work in an open plan office.

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[SPEAKER_03]: You’re going to drive everyone mad.

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[SPEAKER_03]: This is not, you know, if you thought this through, but it’s one, it’s having the tool and then it’s name how to use it, which is why it’s so cool.

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[SPEAKER_03]: We’ve got you guys here to run through how you’re seeing people use it and that the key ways of making it pay so.

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[SPEAKER_03]: let count down I suppose or a list I suppose rather than a count down.

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[SPEAKER_03]: Number one, Yale, you’ve got number one for us.

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[SPEAKER_03]: So what is our number one big win with an AI shopping assistant please?

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[SPEAKER_01]: Yeah, before I go into the Bitcoin, I really quickly just want to say that it’s very important to do research because shopping assistants are very different.

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[SPEAKER_01]: So we are basing these five big wins on the capabilities of do-finers AI shopping assistants specifically because it has such a wide capabilities.

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[SPEAKER_01]: Does that mean that every shopping assistant is able to do what we can do?

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[SPEAKER_03]: No, no, I think that’s brilliant.

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[SPEAKER_03]: It’s a perfect caveat to everyone.

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[SPEAKER_03]: Because I think, you know, there are

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[SPEAKER_03]: you know, someone will be getting, oh, I can spin up my own AI shopping assistant in whatever vibe coding tool they’re currently using, but it’s not going to necessarily be the same.

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[SPEAKER_03]: So just like you don’t use Gmail for the same things you use Clavio for.

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[SPEAKER_03]: No, that’s what we’re talking about here.

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[SPEAKER_03]: So I love that.

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[SPEAKER_03]: Thank you very much for mentioning that.

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[SPEAKER_03]: What’s number one, though?

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[SPEAKER_01]: The first big win that we would like to talk about is one that we showcase the most, but it’s still not always clear to everyone.

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[SPEAKER_01]: And it is about closing the finding gap in e-commerce.

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[SPEAKER_01]: So the finding gap is basically the gap between how customers search for a product, and how this product is actually stored in your catalog.

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[SPEAKER_01]: So let’s say, for example, a customer might be typing something like their in a store and they’re typing something to unlock my sink.

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[SPEAKER_01]: The actual product of your store might be listed very differently.

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[SPEAKER_01]: It could be in a brand name or you could have a plunger.

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[SPEAKER_01]: But because the store in the product in a store is listed differently, the customer doesn’t find the product.

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[SPEAKER_01]: And this finding gap specifically costs e-commerce about to trillion USD a year globally.

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[SPEAKER_01]: So that’s a lot of money.

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[SPEAKER_01]: With an advanced AI assistant, you can reach that gap because instead of matching keywords between what someone types and what is stored in your back end, in your catalogue, it understands the real intent of what someone is typing and is also able to ask the necessary follow-up questions.

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[SPEAKER_01]: So in our specific example, an AI assistant might ask, how bad is the blockage of your sink?

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[SPEAKER_01]: And that way, it can guide you to the specific product that you need, and you don’t lose it.

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[SPEAKER_01]: So your store is not part of this two trillion problem that we’re talking about.

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[SPEAKER_03]: feels to me like one of the holy grails of e-commerce.

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[SPEAKER_03]: You know, and as I may use that phrase again, as we get through this chat, but it’s like, look, it’s something I think we’ve been trying to solve since my very first days, 20 years ago working in stores, trying to go, well, in that those days, it was which fields in the database should we allow search to look at before search

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[SPEAKER_01]: It’s really interesting to see, because it’s true.

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[SPEAKER_01]: My first experience in e-commerce, a big part of my job was entering as many keywords as I could think of into our database to match these products.

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[SPEAKER_01]: And it was a lot of time, and it still wouldn’t work well.

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[SPEAKER_01]: So it’s a problem that’s been around forever.

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[SPEAKER_03]: Yeah, but hopefully in a couple of years time when we’re talking like this in front of newbies to the industry that would be like, what you had to write keyword, yes, we did.

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[SPEAKER_03]: Handlessly.

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[SPEAKER_03]: Yeah, so so love that.

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[SPEAKER_03]: Okay, shall we go on to number two and are you got number two, haven’t you?

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[SPEAKER_00]: Sure.

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[SPEAKER_00]: Yeah, I mean, what we also think is helpful or is a big win through our AI is upselling and crossselling in the moment and traditionally sometimes upselling and crossselling can feel a bit aggressive or too pushy and this you can definitely remove.

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[SPEAKER_00]: And when you use the AI assistant, the whole dialogue becomes more human, conversational, contextual, and the AI assistant understands what the customer is actually trying to buy or solve in that moment.

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[SPEAKER_00]: I have some examples, I mean, I have so many in my head, we are talking non-stop to clients, and I see a lot, but one was actually like, for example, if a customer is buying

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[SPEAKER_00]: the AI assistant can suggest related products like gloves and this is a good example for cross-selling.

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[SPEAKER_00]: It doesn’t come off as pushy because you know it’s very natural and in upselling it’s the same case where it’s as well.

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[SPEAKER_00]: I had one speech actually with a baking e-commerce.

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[SPEAKER_00]: Imagine you have your one, you want to throw a party for an 11-year-old.

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[SPEAKER_00]: and then you just chat with the AI assistant and ask, hey, what do I need, what can I buy, and then the AI assistant will give you some inspiration, and can suggest you like, okay, maybe you can get this bundle here, or a larger beginner kit for baking a cake, something like that, and then you can sell a lot of products very easily, you know, from different kinds of categories, let’s say.

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[SPEAKER_03]: Again, it’s like another holy grail thing that we’ve been trying to get right in.

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[SPEAKER_03]: Do you put the cross set in the checkout or do you put the cross out earlier?

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[SPEAKER_03]: How do you use the customers also bought products on the product listing page?

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[SPEAKER_03]: And to be able to and I think I think where so many stores have come on stuck with it in the past is that you try and create one model for everything.

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[SPEAKER_03]: You know, like, you’re to take your, your, um, uh, set yearals drain cleaner.

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[SPEAKER_03]: Example from earlier.

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[SPEAKER_03]: If you’re a hardwester, you’re probably selling drain cleaner.

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[SPEAKER_03]: You’re probably also selling, you know, which is a consumable product.

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[SPEAKER_03]: You’re probably also selling a broom, which should last you for a few years.

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[SPEAKER_03]: And it’s like the cross cells for those products are so completely different and come across so many such different rule sets.

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[SPEAKER_03]: Yeah.

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[SPEAKER_03]: Did it just become so difficult?

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[SPEAKER_03]: I love, I love that example.

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[SPEAKER_03]: Okay, number three, yeah, we’re back to you for this one only.

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[SPEAKER_01]: Yes, we are.

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[SPEAKER_01]: Set a third big win with AI shopping assistant is that it can help your stool store to truly sell around the clock.

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[SPEAKER_01]: So, you know, customers day, enter your store and they shop at all times of day, but what we forget about is that a lot of customers also have questions.

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[SPEAKER_01]: And these questions they can be about a product itself.

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[SPEAKER_01]: or about your store, your stores policies.

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[SPEAKER_01]: Now, if your store is closed, and at that moment, you’re not able to answer a question, your customer might go to another store, or the potential customer might go to another store and buy it there.

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[SPEAKER_01]: With an AI assistant, like do-finders you’re able to upload whatever documentation,

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[SPEAKER_01]: you wanted to have.

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[SPEAKER_01]: So this could be anything any store policy.

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[SPEAKER_01]: If you have technical products, it could be very detailed specifications about your products.

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[SPEAKER_01]: Really anything that you feel like will help your customers to

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[SPEAKER_01]: be able to answer questions in whatever moment.

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[SPEAKER_01]: So that’s huge benefit because you’re now not losing customers.

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[SPEAKER_01]: But a second benefit is also it really frees up your customer support teams to focus only on the conversations that really need to be held in as a human rather than with AI.

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[SPEAKER_03]: And of course, that while it never sleeps part, your customer service team are going to come into a chat that’s already happened and then been passed to them, whether there’s more information, so they can go back with the better answer than if they were coming in to the blank, you know, the one question rather than the actual conversation that’s gone on with it.

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[SPEAKER_02]: Yes.

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[SPEAKER_03]: It amuses me, we call it, you know, that we’re calling it the store that never sleeps, because since the days become as bad, I make money while I sleep.

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[SPEAKER_03]: Yeah, but you can make more money while you sleep.

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[SPEAKER_01]: What was that?

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[SPEAKER_01]: It makes all your money while you sleep.

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[SPEAKER_01]: Just the next step.

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[SPEAKER_01]: So.

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[SPEAKER_03]: Exactly.

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[SPEAKER_03]: Cool.

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[SPEAKER_03]: Okay, number number four, and what have you got for us?

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[SPEAKER_00]: All right, another big win is turning no results into sales, which is my absolute favorite.

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[SPEAKER_00]: Basically, the AI assistant is not only helping customers to find products, but it’s also helping brands understand demand and customer behavior and also potential catalog gaps way, way better.

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[SPEAKER_00]: And we had one example with a toy store where we saw that the clients were looking for toys for kids with ADHD.

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[SPEAKER_00]: And in that case, this toy store did not provide this.

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[SPEAKER_00]: And through those searches and no results, they implemented in their store.

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[SPEAKER_00]: So you can use it for your business intelligence, for your strategy.

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[SPEAKER_00]: You can work with it.

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[SPEAKER_00]: And you can either incorporate products into your shop.

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[SPEAKER_00]: or create them on your own, so there are endless possibilities and it’s my absolute favorite.

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[SPEAKER_03]: I suppose you’ve got like the two prong part of that have a new which is the when that customer hits the dead end.

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[SPEAKER_03]: Your AI assistant is there ready to go.

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[SPEAKER_03]: Oh hold on, we spell it slightly differently because we’re being weird.

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[SPEAKER_03]: So, and over here in your final category, follow what you want.

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[SPEAKER_03]: But then we’re capturing ever more data, which obviously the more AI is brilliant at shifting through that data to then give us the recommendations for improving the business as well.

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[SPEAKER_01]: Yeah, and there’s two sites to it, because in the do finder dashboard, you’re able to analyze yourself.

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[SPEAKER_01]: And you can also see do finder gives errors when the ISIS hasn’t been able to give an answer that they’re fully happy with.

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[SPEAKER_01]: So you can go into these answers and look at the data that you should give, for example, to improve that.

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[SPEAKER_01]: But also, you can then see which products might be actually missing from your catalog.

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[SPEAKER_01]: And similarly, you get a summary

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[SPEAKER_01]: that describes to you what conversations have been held with the AI assistant and what is important to maybe, you know, give more attention to.

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[SPEAKER_03]: it’s so many bits and pieces right before I go off on a tangent asking you lots of questions.

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[SPEAKER_03]: Let’s finish off with number five because we need to get through through the five because everyone wants to know what the five big wins are.

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[SPEAKER_03]: Yeah we’re back on you for number five please.

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[SPEAKER_01]: Yeah so the five one is the fifth one is very connected to the previous one but it’s one of a lot of people don’t really think about.

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[SPEAKER_01]: As you can go through the data and look in the dashboard to see what kind of conversations people are having with the AI assistant, you will not only find product caps, but you can also find real navigation issues, UX issues,

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[SPEAKER_01]: Really, anything that can inform not only your product assortment strategy, but your entire business strategy.

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[SPEAKER_01]: Because people come in with the most surprising questions.

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[SPEAKER_01]: They’ll ask you if you have a store in a certain city, a certain country.

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[SPEAKER_01]: And it’s a perfect way to do market research without having to actually, you know, spend all the resources of market research.

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[SPEAKER_03]: I love the way you phrase it, but for me, I think of it as being like, I’ve run out of things to say in my newsletter.

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[SPEAKER_03]: Oh, look, there’s some ideas, or we’ve run out of things to test, or we’re not sure where we should go next, and then you see like, all right, three people have asked us about having a storing Copenhagen.

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[SPEAKER_01]: Yeah.

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[SPEAKER_03]: Let’s research and see if that’s where they’re not, let’s open a store in Copenhagen, but it kind of gives you a load of hypotheses to go off and test.

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[SPEAKER_03]: afterwards.

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[SPEAKER_01]: Yeah, I spent there.

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[SPEAKER_01]: And things you haven’t normally thought of at all.

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[SPEAKER_01]: People are very surprised when they go through the data.

17:42.086 –> 17:44.869
[SPEAKER_01]: So it really helps your story to always kind of be a step ahead.

17:45.449 –> 17:46.390
[SPEAKER_01]: This will be like this day.

17:47.131 –> 17:54.259
[SPEAKER_03]: We used to collecting data from certain sources, you know, the search bar, the customer service element, but this kind of feels more

17:55.886 –> 18:06.398
[SPEAKER_03]: more interactive, because it quickly gets to another layer, which, you know, the traditional customer service chat, you’re waiting and you’re waiting, whereas with this you’re not really waiting, so you’re likely to get more out of the customer.

18:06.418 –> 18:09.442
[SPEAKER_03]: So we’re getting deeper, richer data from different places.

18:09.802 –> 18:10.703
[SPEAKER_01]: Yes, absolutely.

18:11.064 –> 18:15.128
[SPEAKER_03]: Which brings us onto the question I stopped myself from asking when we were going through the five.

18:15.969 –> 18:19.070
[SPEAKER_03]: which is this delivers in in so many ways.

18:19.090 –> 18:30.274
[SPEAKER_03]: We’ve been talking about the back end, the front end, the research data, the helping the customer who’s proactively wanting help, the helping the customer who doesn’t realise they need help, proactively helping the customer who knows they need help but isn’t going to ask for it.

18:30.294 –> 18:38.837
[SPEAKER_03]: You know, we’ve got all these different sides of it going on and I’m sure there’s people say, oh well we can build that bit, we could build that bit or we’ve already got something that does that bit.

18:39.477 –> 18:40.798
[SPEAKER_03]: But tell me if you

18:45.109 –> 18:49.786
[SPEAKER_03]: AI success in e-commerce is going to be about those who have

18:51.124 –> 18:56.105
[SPEAKER_03]: the well-trained AI agents, coupled with the right data.

18:56.885 –> 18:59.166
[SPEAKER_03]: All right, that’s, those are the two game changes.

18:59.886 –> 19:11.369
[SPEAKER_03]: And the more of your data you can get into one place, you know, so you don’t want to be building five different data sets, you know, for the five different pieces of tech.

19:11.909 –> 19:14.870
[SPEAKER_03]: So did the benefit of having it all in one place?

19:15.590 –> 19:21.996
[SPEAKER_03]: where you’ve got your search, your merchandising, and you’ve got your AI assistant all in that one place.

19:22.116 –> 19:27.322
[SPEAKER_03]: Integrate what it needs to, then you’re building everything in one place, which makes things so much better.

19:27.362 –> 19:28.022
[SPEAKER_03]: You’re both on the way.

19:28.042 –> 19:29.243
[SPEAKER_03]: I think Anna’s nodding more.

19:29.584 –> 19:31.746
[SPEAKER_03]: And I’m guessing I’m on base with this.

19:31.806 –> 19:32.387
[SPEAKER_03]: Would you agree?

19:33.149 –> 19:56.326
[SPEAKER_00]: Now that’s the whole thing also about do finder we started with search and then we launched one feature after another just to be a platform and to fill out the whole shop and help the merchants so you don’t need other tools and it all becomes intuitive and matches your tonality the design of your shop like there is no need for other extra

19:57.847 –> 20:01.610
[SPEAKER_00]: software solutions or you know it’s all in one moment.

20:02.171 –> 20:06.735
[SPEAKER_03]: And that that big trend of streamlining the tech stack that we’re seeing people doing as well.

20:07.055 –> 20:10.518
[SPEAKER_03]: Yeah, are you seeing that being an important thing for the customers who are coming to you at the moment?

20:11.138 –> 20:13.560
[SPEAKER_01]: Yeah, it’s definitely see a trend of

20:14.858 –> 20:25.205
[SPEAKER_01]: SaaS solutions like do finders moving to arts being a platform, because they keep growing, keep offering different solutions that in the end are interconnected.

20:25.845 –> 20:31.108
[SPEAKER_01]: And the reason for that is as you mentioned, as a customer, we’re getting quite, how do you say it?

20:31.969 –> 20:32.990
[SPEAKER_01]: It’s quite luxurious.

20:33.070 –> 20:35.872
[SPEAKER_01]: The experience that we’re offered in a lot of stores.

20:36.132 –> 20:37.953
[SPEAKER_01]: And so you have to keep up with that.

20:38.253 –> 20:42.096
[SPEAKER_01]: And a good user experience is not just something anymore that

20:44.963 –> 21:09.731
[SPEAKER_01]: And so in that sense, it’s important that the software you’re using is easily integrated with one another so that the experience so not only for you as a store owner you have the data on one place and you know exactly what’s happening, but also so the customer feels like they’re in a fluid experience and they’re indeed not sent from on place to the other because it’s felt what that happens.

21:10.447 –> 21:11.348
[SPEAKER_03]: Oh, very much so.

21:11.528 –> 21:12.429
[SPEAKER_03]: Yeah, very much so.

21:12.449 –> 21:30.364
[SPEAKER_03]: And the worst thing you can do in customer services, you know, they’ve asked the chat, but all the, all the AI assistant and they’ve heard all the skirt is really 20 centimeters pretty too short for a skirt isn’t it the skirt is 50 centimeters long and then they speak to customer service and they go, no, no, it’s not it’s 70 and you’re like, yeah, what my, I mean, A.

21:31.628 –> 21:39.712
[SPEAKER_03]: how tall is your model for it to look like both of those, but yeah, but it just that creates so much less trust than not having the number in the first place.

21:39.752 –> 21:41.613
[SPEAKER_03]: So that consistency is critical.

21:42.194 –> 21:51.678
[SPEAKER_03]: And obviously there’s there’s plenty of opportunity right now with these AI assistants, but as we’re seeing the world of AI is moving at speed.

21:51.778 –> 21:56.101
[SPEAKER_03]: So where do you see this affecting the online shopping

22:01.117 –> 22:16.909
[SPEAKER_00]: I mean, we already talked a bit about it that the future of shopping on the shopping journey in general is going to be more personalized, more intuitive and AI assistance in general will become part of like our day to day life and you mentioned,

22:21.813 –> 22:30.205
[SPEAKER_00]: And also said that, I mean, AI is here to stay and that even now people are using it and me myself as well.

22:30.305 –> 22:37.374
[SPEAKER_00]: I already write with chatchip to your gem and I, you know, if I’m looking for a product or do my research, so it is already starting.

22:38.055 –> 22:39.415
[SPEAKER_00]: And it’s going to be so quickly.

22:39.496 –> 22:42.336
[SPEAKER_00]: I mean, I cannot look into the future in five to 10 years.

22:42.857 –> 22:52.120
[SPEAKER_00]: But from the Kleeveo study, it was clear that an AI assistant is going to happen this year, which we launch with two-finder, but it’s going to be normal.

22:52.280 –> 22:55.321
[SPEAKER_00]: It’s going to be everything that we are seeing now.

22:56.541 –> 22:59.265
[SPEAKER_00]: Yeah, part of the whole experience we will have.

22:59.305 –> 23:05.072
[SPEAKER_00]: However, we still need human support and it both needs to go hand in hand.

23:05.092 –> 23:08.356
[SPEAKER_00]: I mean, I don’t think we can trust fully AI here.

23:10.419 –> 23:38.760
[SPEAKER_03]: Yeah, I think it’s, I find it really fascinating that any e-commerce business isn’t seeing this as one of their first AI plays, you know, even over and above using it to generate copy, like if you’re going to succeed with AI search, then you’ve got to have good quality product data, if you’re pulling all the good quality product data together, why wouldn’t you have an AI assistant improving the onsite experience.

23:40.139 –> 23:45.024
[SPEAKER_03]: to help you when you spend all that money, you know, as Browass is a getting worse and all the rest of it.

23:45.344 –> 23:46.766
[SPEAKER_03]: So it’s getting harder to recruit customers.

23:46.846 –> 23:51.611
[SPEAKER_03]: Why wouldn’t you be doing that if you’re doing the work on one, which you really can’t afford not to do the AI search work?

23:51.991 –> 23:54.654
[SPEAKER_03]: Why wouldn’t you be adding the assistant onto it as well?

23:54.694 –> 23:55.715
[SPEAKER_03]: It seems madness to me.

23:56.532 –> 23:59.655
[SPEAKER_01]: When we’re talking about data, it’s also quite interesting.

24:00.376 –> 24:04.500
[SPEAKER_01]: There’s a lot of different tools out there that can help you provide the right data.

24:04.640 –> 24:08.104
[SPEAKER_01]: It’s not something that, as we just spoke about, you have to all do by yourself.

24:08.264 –> 24:16.653
[SPEAKER_01]: Even when we do find that we have a product, AI visual tagging that is able to collect from images different type of product data.

24:16.833 –> 24:18.755
[SPEAKER_01]: So you don’t have to manually add everything.

24:19.696 –> 24:24.978
[SPEAKER_01]: So in that sense, having to write data, it’s also not something you have to do fully by yourself.

24:25.019 –> 24:25.979
[SPEAKER_01]: There’s tools for that.

24:26.879 –> 24:28.180
[SPEAKER_01]: I still see that as magic.

24:29.981 –> 24:36.264
[SPEAKER_03]: That it will look at our product page and the product imagery, and then go, these are the things you need to add into your diet.

24:36.664 –> 24:37.504
[SPEAKER_03]: I think that is just.

24:37.644 –> 24:41.846
[SPEAKER_01]: Honestly, all of it is a little magic to me, even working in this space.

24:41.906 –> 24:43.007
[SPEAKER_01]: It’s taste and magic.

24:43.767 –> 24:50.215
[SPEAKER_03]: Well, I know we’ve given everyone lots to think about and to make sure they’ve got their AI assistance working on and everyone.

24:50.235 –> 24:52.998
[SPEAKER_03]: There’s still plenty of time to get this in place ready for peak.

24:53.078 –> 24:54.279
[SPEAKER_03]: Do we say the P word?

24:54.840 –> 25:00.246
[SPEAKER_03]: Yeah, I believe you’ve got a little challenge for the list as though just to help them really get focused on this.

25:00.266 –> 25:01.087
[SPEAKER_03]: So what’s the challenge?

25:01.908 –> 25:11.315
[SPEAKER_01]: So the challenge is if you own an online store, if you’re an e-commerce manager, I would highly suggest to find one person that matches your ideal customer.

25:11.375 –> 25:12.897
[SPEAKER_01]: It doesn’t have to be a current customer.

25:12.917 –> 25:27.728
[SPEAKER_01]: It could be an ideal customer you’d like to reach, and actually walk through your store with them, whether it’s over video call or physically, but make sure you’re doing it together and analyze this person as their

25:30.770 –> 25:46.899
[SPEAKER_01]: look if they’re hesitating anywhere, try to see if they can find certain things because a lot of the times we’re so used to the navigation in our own store, the language we use, that we lose sight of people that we’re not able to reach.

25:47.679 –> 25:52.182
[SPEAKER_01]: So I’d say a lot of stores are quite shocked by what they see.

25:52.202 –> 25:56.444
[SPEAKER_01]: It’s quite hard to step out of your own experience as sometimes here.

25:57.264 –> 25:57.524
[SPEAKER_01]: And there’s

26:01.822 –> 26:06.585
[SPEAKER_02]: E-commerce most at land is supported by some of the greatest companies in the E-commerce sector.

26:06.725 –> 26:08.166
[SPEAKER_02]: Here’s a reminder of who they are.

26:19.560 –> 26:24.684
[SPEAKER_03]: Okay, I love this section because it gives me and our listeners and really quick ideas for taking our businesses to the next level.

26:24.724 –> 26:33.330
[SPEAKER_03]: A little bit like that challenge that Yale just gave you all and just to reiterate on that, you’re not allowed to tell them how to use the website whilst they’re doing that.

26:33.550 –> 26:35.011
[SPEAKER_01]: You’re an Adelaide to say anything.

26:35.392 –> 26:36.493
[SPEAKER_01]: Just, I’m zero.

26:36.633 –> 26:36.853
[SPEAKER_03]: Yeah.

26:37.153 –> 26:42.357
[SPEAKER_03]: The hardest thing in the world to do is to just to not, you know, maybe get someone to record it.

26:42.877 –> 26:44.038
[SPEAKER_03]: So you don’t button.

26:44.518 –> 26:45.279
[SPEAKER_03]: Oh, no, sorry.

26:45.639 –> 26:46.500
[SPEAKER_03]: The top tips, Rand.

26:46.580 –> 26:48.802
[SPEAKER_03]: Yale and Anna, are you ready for the top tips?

26:49.662 –> 26:49.883
[SPEAKER_01]: Yes.

26:50.603 –> 26:52.986
[SPEAKER_03]: Okay, let’s start with the book top tip.

26:53.066 –> 27:00.033
[SPEAKER_03]: If everyone listening to this podcast, agreed to take Friday off and read a book to make their business better, which book would you recommend?

27:00.394 –> 27:02.336
[SPEAKER_03]: And I think you’ve definitely go on for us, how many?

27:03.132 –> 27:05.854
[SPEAKER_00]: Yeah, I’m a huge fan of Marie Forleo.

27:06.314 –> 27:11.458
[SPEAKER_00]: I don’t know if you know her, Chloe, but yeah, she’s from the United States.

27:11.779 –> 27:14.200
[SPEAKER_00]: And her book is called Everything is Figure Outable.

27:14.461 –> 27:17.423
[SPEAKER_00]: So basically, for every problem, there’s a solution.

27:18.123 –> 27:22.447
[SPEAKER_00]: And sometimes we get stuck in our heads and less overthinking and more action.

27:22.887 –> 27:26.049
[SPEAKER_00]: And that’s what I can recommend to the listeners.

27:26.750 –> 27:29.050
[SPEAKER_03]: It sounds like one I desperately need to read.

27:29.271 –> 27:31.491
[SPEAKER_03]: Um, yeah, your book, please.

27:32.091 –> 27:32.371
[SPEAKER_01]: Yes.

27:32.911 –> 27:38.352
[SPEAKER_01]: Before I say the title, maybe really quickly want to check in with you if I pronounce it well for the English erroneous.

27:38.972 –> 27:39.693
[SPEAKER_01]: Is that the right way?

27:39.733 –> 27:40.893
[SPEAKER_01]: Yeah, that’s right.

27:41.233 –> 27:41.473
[SPEAKER_01]: Okay.

27:42.173 –> 27:45.914
[SPEAKER_01]: My book recommendation is called your erroneous zones by Wayne Dyer.

27:45.954 –> 27:47.734
[SPEAKER_01]: I’m not sure if you guys heard of it.

27:47.794 –> 27:50.215
[SPEAKER_01]: It’s quite a classic self-help book.

27:50.255 –> 27:51.315
[SPEAKER_01]: It’s not a business book.

27:51.495 –> 27:51.735
[SPEAKER_01]: But.

27:52.315 –> 28:10.922
[SPEAKER_01]: I think it fits well with the theme we just spoke about with talking to clients and trying to figure out how to experience something which might be not how you expect them to experience it because this book, the premise of it is really about identifying the assumptions and beliefs that you hold and that you’ve never really questioned.

28:11.182 –> 28:16.323
[SPEAKER_01]: It also really well exemplifies the damage that it can do without you really noticing it.

28:16.824 –> 28:25.026
[SPEAKER_01]: And so this applies well to a business too, because a lot of the times we just experience something through such a static lens.

28:25.386 –> 28:32.288
[SPEAKER_01]: And this book really helps you to question that those assumptions and step a little bit outside of it.

28:33.098 –> 28:33.358
[SPEAKER_03]: nice.

28:33.398 –> 28:39.780
[SPEAKER_03]: I mean assumptions are always bad, but the ones we don’t even realize are assumptions that are even worse.

28:40.280 –> 28:40.520
[SPEAKER_03]: Yes.

28:40.720 –> 28:41.260
[SPEAKER_03]: Love that.

28:41.380 –> 28:41.941
[SPEAKER_03]: Okay, cool.

28:42.001 –> 28:43.501
[SPEAKER_03]: Two books to get you all going.

28:43.941 –> 28:49.883
[SPEAKER_03]: A traffic top tip which marketing method do you either prize above all others or think doesn’t get the press it deserves.

28:50.960 –> 28:53.722
[SPEAKER_01]: I’d say quality over quantity right now.

28:53.822 –> 28:56.644
[SPEAKER_01]: So traffic is getting way more expensive across the board.

28:56.684 –> 28:59.966
[SPEAKER_01]: I’m sure if you have an online store that you’ve realized that too.

29:00.306 –> 29:09.071
[SPEAKER_01]: And I think the brands that are going to win in a future are ones that stop trying to be everywhere and get really, really intentional about where they show up.

29:09.091 –> 29:18.357
[SPEAKER_01]: So one really well placed at in front of the right person is worth a lot more than 100 impressions from someone who wasn’t going to buy in the first place.

29:19.130 –> 29:25.460
[SPEAKER_03]: I think you’re so right, but as someone who’s currently trying to get more focused, it’s so hard.

29:26.021 –> 29:32.151
[SPEAKER_03]: It’s so hard, like the channels, they call to you, they call to you, they really do, and what’s your traffic advice?

29:33.014 –> 29:34.395
[SPEAKER_00]: Um, I agree as well with you.

29:34.415 –> 29:34.816
[SPEAKER_00]: I don’t know.

29:34.856 –> 29:35.917
[SPEAKER_00]: It’s not getting easier.

29:36.017 –> 29:38.639
[SPEAKER_00]: We are like that’s so much online going on.

29:38.999 –> 29:50.529
[SPEAKER_00]: But what I would also recommend is to focus on guidance and useful content so that the people can make better decisions and yeah, not just ads ads ads all over.

29:50.849 –> 29:54.412
[SPEAKER_00]: We’ve seen it, but really to educate and help.

29:55.036 –> 29:57.840
[SPEAKER_03]: I could not agree with you more on that front.

29:58.561 –> 30:10.698
[SPEAKER_03]: The tall top tip, maybe a collaboration tool, a social media plug in, a phone app or just a way of working, is there a cool little tool you use that makes you and your team more efficient day today and I can come to you first on this one, please.

30:11.534 –> 30:12.375
[SPEAKER_00]: I love Gamma.

30:12.855 –> 30:14.837
[SPEAKER_00]: I don’t know if you heard about that one.

30:15.037 –> 30:19.921
[SPEAKER_00]: Gamma, it’s if you want to do presentations like last minute presentations.

30:20.422 –> 30:21.583
[SPEAKER_00]: It’s a huge helper.

30:22.043 –> 30:22.544
[SPEAKER_00]: I love it.

30:22.724 –> 30:28.769
[SPEAKER_00]: And for the creators out there, you, um, yeah, you don’t need to spend too much time on formatting or design work.

30:28.949 –> 30:31.171
[SPEAKER_00]: Gamma does everything and it looks beautiful.

30:31.591 –> 30:31.952
[SPEAKER_00]: I love it.

30:32.512 –> 30:34.896
[SPEAKER_03]: Oh, of course it’s slide deck, tall, but more.

30:35.297 –> 30:38.842
[SPEAKER_00]: Are you can do even more, but it’s so pretty, really.

30:38.903 –> 30:40.986
[SPEAKER_00]: It’s doing the job fantastic.

30:42.560 –> 30:44.222
[SPEAKER_03]: I will have to go and check that one out.

30:44.422 –> 30:45.883
[SPEAKER_03]: Yeah, your tool tip, please.

30:46.484 –> 30:49.647
[SPEAKER_01]: First of all, I think Gamma is really worth checking out, too.

30:49.667 –> 30:51.108
[SPEAKER_01]: It’s a great tool.

30:51.589 –> 30:58.315
[SPEAKER_01]: And then I’d like to add to that, rather than adding another tool to your list, because there’s a lot out there right now.

30:58.395 –> 31:04.521
[SPEAKER_01]: I’d suggest look at the tools you have right now and figure out if they have existing integrations that you don’t know about.

31:04.621 –> 31:07.124
[SPEAKER_01]: Because the market is changing every single day.

31:07.744 –> 31:11.786
[SPEAKER_01]: And there’s a lot of integrations you see that people aren’t aware exists.

31:11.947 –> 31:22.413
[SPEAKER_01]: So lately, there’s been a lot of developments with Claude and Canva and how you’re not able to design prompting its insane all the changes.

31:22.613 –> 31:30.657
[SPEAKER_01]: And similarly, what do finder we, if you have Clavio, you can integrate it with do finder and do your marketing emails like this.

31:36.941 –> 31:38.642
[SPEAKER_01]: stepping into a lot of new stuff.

31:39.522 –> 31:42.043
[SPEAKER_03]: Yeah, use what you’ve already got.

31:42.424 –> 31:44.004
[SPEAKER_03]: There is so much development happening.

31:44.044 –> 31:44.565
[SPEAKER_03]: It’s mad.

31:44.645 –> 31:49.887
[SPEAKER_03]: I swear I’ve had a couple of emails in the last couple of months from from software companies who’ve gone, we used to do this.

31:49.927 –> 31:50.627
[SPEAKER_03]: We now do this.

31:51.208 –> 31:51.448
[SPEAKER_03]: Yes.

31:51.828 –> 31:53.129
[SPEAKER_03]: We’re just complete pivot.

31:53.169 –> 31:54.289
[SPEAKER_03]: It’s so hard to keep track of it.

31:54.329 –> 31:56.750
[SPEAKER_03]: Also, I love that advice, both of you.

31:56.870 –> 32:02.373
[SPEAKER_03]: The carbon top tip, what’s your favorite way to reduce the carbon footprint of an e-commerce store?

32:03.439 –> 32:15.624
[SPEAKER_01]: I’d say one big thing that stands out to me is thinking off product returns and how to reduce them, because product returns are a very big contributor to carbon footprint emissions.

32:16.484 –> 32:23.127
[SPEAKER_01]: And there are a lot of tools out there that can help your store reduce returns and also in that way,

32:23.807 –> 32:25.228
[SPEAKER_01]: Make you waste less money, too.

32:25.828 –> 32:31.311
[SPEAKER_01]: So, you know, I’ve read a lot about virtual, close try-ons.

32:31.371 –> 32:31.991
[SPEAKER_01]: I’m not sure.

32:32.492 –> 32:34.053
[SPEAKER_01]: I’m not recommending any right now.

32:34.073 –> 32:38.495
[SPEAKER_01]: I’m not sure to what extent they’re working, but it’s definitely worth checking out.

32:38.555 –> 32:52.843
[SPEAKER_01]: And similarly with the AI assistant, if you upload real good product data, you’re able to help your customers make much better product decisions and reduce returns, which is good for your wallet and it’s good for the environment.

32:53.565 –> 32:55.006
[SPEAKER_03]: Yeah, it seems so simple, doesn’t it?

32:55.086 –> 32:59.870
[SPEAKER_03]: But it is a huge piece of carbon saving advice to help the customer buy the right product.

33:01.191 –> 33:02.212
[SPEAKER_03]: Simple, they say.

33:02.252 –> 33:03.233
[SPEAKER_03]: It’s not simple at all.

33:03.774 –> 33:06.196
[SPEAKER_00]: Yeah, well, no.

33:06.376 –> 33:07.957
[SPEAKER_03]: Anna, your carbon top tape, please.

33:08.397 –> 33:17.225
[SPEAKER_00]: I mean, I would just look from the company side, how a shop is built, like with their employees, and I’m a big fan of remote work.

33:18.707 –> 33:26.177
[SPEAKER_00]: digital collaboration, so this is what I would recommend because it can work and it does work and do find a very well.

33:26.738 –> 33:33.908
[SPEAKER_00]: So reducing extra unnecessary travels to focus on the strategy, to focus on efficiency, to focus on the important things.

33:34.443 –> 34:01.772
[SPEAKER_03]: Yeah, it’s huge savings to be made with that and but but you do have to have the right mindset let’s say you can’t expect it to work like it did when you’re all sat in the same office because the same you can still get the same results is what I’m trying to say but you have to approach it differently and so before we say goodbye and we really should let the listeners know where they can find do finder so tell us a little bit more about do finder and how they can can find the product.

34:02.372 –> 34:04.855
[SPEAKER_00]: You can find us at dofinder.com.

34:05.355 –> 34:06.577
[SPEAKER_00]: Very simple, very easy.

34:07.057 –> 34:11.061
[SPEAKER_00]: And then you can explore our platform for yourself.

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[SPEAKER_00]: We also offer a 15 day trial.

34:14.385 –> 34:16.367
[SPEAKER_00]: So definitely take advantage of that.

34:17.068 –> 34:20.351
[SPEAKER_00]: And see how do finder can work for your platform.

34:21.232 –> 34:21.612
[SPEAKER_03]: awesome.

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[SPEAKER_03]: Everyone’s that’s do finder.com to get get your hands on the tech.

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[SPEAKER_03]: Yeah, and Anna, thank you so much for coming on the podcast and making what feels like an overwhelming topic makes so much more sense when you break it down and giving us all that advice.

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[SPEAKER_03]: We really, really do appreciate it.

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[SPEAKER_03]: So thank you both so much to being on the e-commerce

34:52.838 –> 34:58.079
[SPEAKER_03]: Well, a fascinating dive into what’s possible with AI shopping assistance.

34:58.559 –> 35:02.060
[SPEAKER_03]: We went through the five big wins you get with an AI shopping assistant.

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[SPEAKER_03]: We talked about closing the finding gap, upselling and cross selling in the moment that your store never sleeps, and, of course, your AI shopping assistant is helping customers 24, 7, with your customer service team that they’re not.

35:16.083 –> 35:20.606
[SPEAKER_03]: turning a dead end searches into sales and feeding you the insights to stay ahead.

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[SPEAKER_03]: Fascinating how, as we were also talking about, the way these different parts into weave.

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[SPEAKER_03]: You know, we’ve got the proactive customer support, the reactive customer support.

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[SPEAKER_03]: We’ve got all the data on the back end.

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[SPEAKER_03]: We’ve got it solving problems in our conversion funnels.

35:38.139 –> 35:41.482
[SPEAKER_03]: There was just a lot coming together there, which I think

35:42.483 –> 35:55.612
[SPEAKER_03]: really convinces me that one, you really should be giving this some serious thought as we go into the tailored this year in Q4 because this is a big version rate improvement there for a big improvement of all your marketing spend.

35:56.453 –> 36:08.642
[SPEAKER_03]: But of course, if you’re going to do it well, you’ve got to have the data in place to enable that assistant to do the good work for you, which means having the right product data together and so on and so forth and I strongly advise you.

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[SPEAKER_03]: to think carefully about where you’re going to be building that database or that product data.

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[SPEAKER_03]: So you’ve got it in one place that all your AI can use rather than having to build it multiple times.

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[SPEAKER_03]: If you’re building it multiple times, you’re inevitably going to miss things, it’s not going to get kept up to date.

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[SPEAKER_03]: Right.

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[SPEAKER_03]: Lots of cool stuff there.

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[SPEAKER_03]: And of course, um, do you check out the Definder tool because they’re building all of this in the one place.

36:31.495 –> 36:32.796
[SPEAKER_03]: Now, um, yeah, I mentioned there.

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[SPEAKER_03]: They’re also now integrating that data with Klavia as well.

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[SPEAKER_03]: which I know a lot of you are using Clavier.

36:38.579 –> 36:46.543
[SPEAKER_03]: You can get your hands on all our notes from this episode, including those top tips and links to what we mentioned by heading over to ecommercemasterpland.com.

36:47.023 –> 36:52.566
[SPEAKER_03]: You can also use our direct episode short link, that’s ECMP.info4sashepisode number.

36:53.026 –> 36:56.528
[SPEAKER_03]: Put that in the URL bar to go straight to the right page immediately.

36:57.168 –> 37:05.534
[SPEAKER_03]: And when you get to the website, you can also add yourself to our email list, so you didn’t miss out on any of the other things I share to help you improve your business.

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[SPEAKER_03]: If you like this episode, then I recommend having a listen to episode 588 from just a couple of months ago where I got to chat with Luke Bream from Ecommerce brand Valente.

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[SPEAKER_03]: And he’s sharing amongst other things, his tips around how he’s using AI in his business.

37:23.884 –> 37:29.346
[SPEAKER_03]: And he’s a brand owner who I think has pushed it further than most and he had some really interesting takes on it.

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[SPEAKER_03]: So that’s well worth a listen.

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[SPEAKER_03]: Thank you for tuning in to this episode.

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[SPEAKER_03]: And every episode that you do, all of the Ecommerce Master Plan podcast, I bring you a new one every week because I want to inspire and help Ecommerce business owners like you to succeed and thrive with your businesses, including encouraging businesses and

37:47.010 –> 37:48.830
[SPEAKER_03]: to make more sustainable buying decisions.

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[SPEAKER_03]: So, if you know someone this show can help, please tell them to listen to the e-commerce master plan podcast.

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[SPEAKER_03]: I hope you have a great week and don’t forget to keep optimizing.